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Provision and manage customers

Add a new customer to your partner portal, then edit, suspend, tag, or review the activity of any customer you manage.

Who this is for: partners (resellers)

Before you start

  • The Manage Customers permission to add, edit, suspend, or reactivate customers — everyone with portal access can view the Customers page, but these actions need that permission and fail with an error if you don't have it.
  • Your customer's registered company address and a mobile number to hand — both are verified live against an address/phone lookup service during provisioning, so have accurate details ready.
  • If your plan has a customer-count limit, check you have room before provisioning — going over shows an inline "Customer limit reached" message and stops the request. Contact Phonovo to upgrade your plan if you need more.

Steps

Add a new customer

  1. In the sidebar, under Customers, select Customers.
  2. Select Add Customer in the top right (or Add Your First Customer if your list is empty).
  3. In the Add New Customer dialog, optionally choose a Quick Start with Template option to pre-fill extensions, DIDs, billing plan, and features from a saved customer template. Leave it on -- Configure Manually -- to fill everything in yourself.
  4. Enter the Company Name and a Customer Subdomain — the dialog shows a live preview of the resulting domain as you type.
  5. Enter the Company Address and select the matching result from the lookup — you'll see an Address Verified confirmation.
  6. Enter the Mobile Number and confirm it validates — you'll see a Phone Verified confirmation.
  7. Enter the admin user's Email (required), and optionally their First Name and Last Name.
  8. Set Max Extensions (defaults to 100) and, optionally, Max DIDs — leave DIDs blank for unlimited.
  9. Choose a Billing Plan: Standard (default), Premium, Enterprise, or Custom.
  10. Tick the Enabled Features you want this customer to have — recording, voicemail, IVR, call queues, time conditions, conferencing, SMS, fax, and Olivia are all available; most are on by default except SMS and fax.
  11. Add any internal Notes if you want (desktop only).
  12. Select Provision Customer. This button stays disabled until both the address and phone number are verified.

Screenshot

Screenshot of the Add New Customer dialog showing the template picker, company details, and feature toggles.

After provisioning

Once provisioning completes, you'll see a Customer Provisioned! confirmation with:

  • A Login Credentials box with the admin's email and a copy button — their password is sent directly to that email address, not shown here.
  • A DNS Configuration box, either marked Auto-configured (nothing more to do) or Manual Setup Required, in which case it lists the DNS records you need to add yourself, with a link to check propagation.

Below that, What's next? reminds you: a welcome email has been sent to the admin; if DNS is manual, propagation typically takes 5–30 minutes (occasionally up to 48 hours); you still need to assign extensions and phone numbers to the customer; and you should confirm the billing plan and any overrides match your contract before their first invoice. Select Done to close the dialog and return to the customer list.

Screenshot

Screenshot of the Customer Provisioned confirmation screen showing the login credentials and DNS configuration boxes.

Check provisioning health

If something didn't finish setting up correctly, a badge appears next to that customer's status on the Customers list: Provisioning degraded (amber) or Provisioning broken (red), each showing how many issues were found. Select the badge to open a list of exactly which step failed and when it was last checked. A customer with no issues shows no badge at all.

Edit a customer

  1. On the Customers list, open the row's ⋮ menu and select Edit Settings (or select the customer to open its detail view, then select Edit).
  2. In the Edit Customer dialog, use the General tab to update the company name, Max Extensions / Max DIDs (each shows how many are currently in use), billing plan, and enabled features.
  3. Select Save Changes.

Note

The Outbound Calling tab in this same dialog controls the customer's calling permissions and limits.

Suspend or reactivate a customer

  1. On the Customers list, open the row's ⋮ menu (or, on mobile, use the row's action icons) and select Suspend Customer or Reactivate Customer. You can also select multiple rows and use the bulk action bar to suspend or reactivate them together.
  2. Confirm in the dialog that appears. Suspending temporarily blocks the customer's access to their portal and phones; you can reactivate them at any time.

Note

Suspend is temporary and reversible. A separate Deactivate action (trash icon) is a more permanent cancellation — the confirmation dialog you see on screen looks the same as Suspend's, but Deactivate is protected by an extra server-side safeguard behind the scenes. Don't use it if you just mean to pause a customer's account.

Tag a customer

  1. Open the customer's detail view by selecting their row or company name.
  2. On the Overview tab, find the Tags section. Type a tag into the Add tag... field and select Add (or press Enter) to add it, or select the × on an existing tag to remove it.
  3. Select Save to keep your changes.

Review a customer's activity

Open the customer's detail view and select the Activity tab to see a timeline of actions taken on their account — provisioning, edits, status changes, and number assignments — each with who made the change and when. If nothing has happened yet, it shows "No activity recorded."

Ask Olivia

You can also ask Olivia, the in-portal assistant, to walk you through this.