Admin Section Guide
A complete guide for agency owners to manage their Fusion Calling platform. Learn how to navigate the admin section, manage clients, configure AI providers, handle subscriptions, and more.
Introduction to Admin Section
What is the Admin Section?
The Admin Section (/admin) is your agency control center where you can manage all aspects of your Fusion Calling platform.
Who Can Access?
Only users with these roles can access the Admin Section:
Agency Owner
Can access all admin features
Navigation Overview
When you enter the Admin Section, you'll see a sidebar navigation on the left with these main sections:
| Section | Path | Purpose |
|---|---|---|
| Clients | /admin/clients | Manage client accounts |
| Users | /admin/users | Manage user accounts |
| Calling Provider | /admin/ai-provider | Configure AI providers |
| Branding | /admin/branding | White-label settings |
| Subscriptions | /admin/subscriptions | Manage plans |
| Credits | /admin/credits | Monitor credit usage |
💡 Note: The admin section redirects to the Users page by default as the main landing point.
Client Management
Overview
The Clients section allows you to create, invite, and manage all client accounts under your agency. This is the core of your multi-tenant SaaS platform.
Creating Clients
Create new client accounts instantly with automatic configuration
Navigate to Clients
From the Admin sidebar, click Clients in the navigation menu.
Click "Create Client"
Click the blue + Create Client button in the top-right corner.
Fill in Client Information
| Field | Description | Required |
|---|---|---|
| Client Name | Business name or identifier | Yes |
| Email Address | Primary contact email | Yes |
| Assign Plan | Choose subscription plan | Optional |
Configure Credentials
Choose how to deliver login credentials:
Copy to Clipboard
Copy username and password to clipboard, then share manually
Send via Email
Automatically email credentials directly to client
Create the Account
Click Create Client to instantly provision the account with:
- ✓ Unique account ID
- ✓ Auto-generated secure password
- ✓ Assigned subscription plan
- ✓ Initial credit allocation
Client Status Indicators
Active
Account is fully operational - Full access
Paused
Account temporarily suspended - Click to resume
Blocked
Account blocked by admin - Unblock or contact
Deleted
Account deleted - Cannot be restored
Client Limits
Your subscription plans determine how many clients you can manage:
User Management
Overview
The Users section provides comprehensive user account management across all client accounts. View, filter, and manage individual user accounts with full lifecycle control.
Viewing Users
Access a paginated table showing all users across your agency
User Information Displayed
Each user row shows:
- ✓ Email Address - Primary identifier
- ✓ Account Name - Associated client account
- ✓ Subscription Plan - Current tier (Trial, Basic, Premium, Enterprise)
- ✓ Account Status - Active, Paused, Suspended, Terminated, Deleted
- ✓ Last Sign-In - Last login timestamp
- ✓ Created Date - When user account was created
Filtering Users
Search and filter users with these options:
| Filter Type | Options | Use Case |
|---|---|---|
| Search | By email or account name | Find specific users |
| Status Filter | All, Active, Paused, Suspended, Terminated, Deleted | View specific states |
| Tier Filter | All, Trial, Basic, Premium, Enterprise | View specific plans |
| Usage Filter | All, Low, Medium, High, Near Limit | Identify heavy users |
Account Termination
Terminate problematic user accounts while preserving data
Locate User - Find the user in the table or use search/filter options
Click Terminate - Access the three-dot menu and select Terminate Account
Provide Reason - Select a termination reason:
Confirm Termination - This immediately suspends user access and marks account as "Terminated"
ℹ Important: This is reversible - accounts can be restored if needed
Account Restoration
Restore terminated user accounts to reactivate access
Locate Terminated User - Use filters to find users with "Terminated" status
Click Restore - Access the three-dot menu and select Restore Account
Confirm Restoration - This reactivates user access and restores all previous data
Expanding User Details
Click on any user row to expand and view detailed information including:
- ✓ Full User Information
- ✓ Account Details and Subscription
- ✓ Membership Information
- ✓ Activity History
- ✓ Quick Actions (terminate, restore, delete)
AI Provider Configuration
Overview
Configure AI calling providers with a sophisticated two-tier API key system. Set up global keys that apply to all clients, or create client-specific overrides.
Provider Selection
Choose between three AI calling approaches
| Provider | Description | Use Case |
|---|---|---|
| External Webhook (n8n) | Flexible automation workflows | Default, full control |
| Vapi AI | Direct Vapi integration | Voice AI with advanced tools |
| Retell AI | Direct Retell integration | Conversational AI platform |
Setting the Active Provider
- Navigate to Calling Provider section
- Review the "Calling Provider" card
- Select your preferred provider
- Click Save Provider to apply
Global API Keys
Configure agency-level API keys that serve as defaults
How Global Keys Work
- ✓ Apply to all clients as fallback
- ✓ Used when clients don't have their own API keys
- ✓ Can be overridden by client-specific keys
- ✓ Managed at the agency level
Setting Up Global Keys
- Ensure you're in the Global Keys tab
- Select provider (Vapi or Retell)
- Enter your API key and click Save
- Verify the connection using the Test button
Best Practices
- • Use separate API keys for production vs. development
- • Regularly rotate API keys for security
- • Keep keys confidential - never share them
- • Test keys before deploying to production
Two-Tier System Explained
The system intelligently manages which key is used based on availability and configuration:
Global Key Only
Agency has Vapi key configured, Client has no key → Agency key used for all calls
Client Override
Both configured → Client's key is primary, agency key is fallback
Redundancy
Both keys configured → Automatic switching if primary fails
Connection Testing
Always verify your API credentials before relying on them
How to Test
- Click the Test button next to a saved API key
- System sends a verification request to the provider
- Result appears with success or error message
Troubleshooting Failed Tests
If tests fail, check:
- ✗ API key format (copy carefully without extra spaces)
- ✗ API key validity (not expired, not revoked)
- ✗ Provider account status (active subscription)
- ✗ Network connectivity
- ✗ Provider service availability
Branding Management
Overview
Configure white-label branding to present your agency's identity to clients instead of the platform's default branding.
Access Control
Important: Only Agency Owners can access Branding.
Only agency owners can access branding management.
Basic Settings
Configure fundamental branding elements
| Setting | Description | Best Practice |
|---|---|---|
| Application Name | Shown in browser tab and navigation | Keep short and memorable |
| Support Email | Contact email for clients | Use monitored email |
| Privacy Policy URL | Link in your footer | Point to your legal page |
| Hide "Powered By" Badge | Remove platform attribution | Recommended for white-label |
Domain Configuration
Choose between subdomain or custom domain
Option 1: Subdomain (Recommended)
Format: youragency.fusioncalling.com
Advantages:
- ✓ No DNS configuration required
- ✓ Instant setup
- ✓ SSL automatically handled
- ✓ Free with all agency accounts
Option 2: Custom Domain
Format: app.yourdomain.com
Requirements:
- ✓ DNS configuration required
- ✓ Domain must be already registered
- ✓ DNS propagation may take 24-48 hours
Visual Branding
Customize the visual appearance of your portal
Logo Upload
Recommended: 200x200 pixels PNG, JPG, or SVG
- • Use transparent backgrounds for versatility
- • Ensure good contrast on light and dark backgrounds
- • Keep file size < 100KB
- • Use your brand colors
Favicon Upload
Recommended: 32x32 pixels PNG, ICO, or SVG
- • Make it recognizable at small sizes
- • Use high contrast
- • Keep it simple and distinctive
- • Match your logo style
Color Configuration
Use hex color codes from your brand guidelines. Consider accessibility with sufficient contrast ratios.
Credits Management
Overview
Monitor and manage user credit usage across all client accounts with advanced filtering and tracking capabilities.
Viewing Credits
Access a comprehensive credits dashboard with statistics
Credit Information Displayed
Progress Bar Indicators
Filtering Users
Quickly find specific users based on various criteria
Search
Type in email address or account name - case-insensitive search with real-time results
Filter by Tier
Show users from specific subscription plans:
Filter by Usage
Identify users based on their consumption:
Manual Resets
Manually reset user credits to clear usage
When to Reset
- • Credits were incorrectly calculated
- • Granting promotional credits to users
- • Correcting usage discrepancies
- • Testing scenarios
Reset Options
Admin
Manual override by agency - Use to correct billing errors
System
Automated reset by billing - For credit usage tracking
Billing
Payment-based reset - On subscription renewal
Tier Management
Upgrade or downgrade user subscription tiers:
- Locate User - Find the user in the credits table
- Change Tier - Click the "Change Tier" button
- Select New Tier - Choose from Trial, Basic, Premium, Enterprise
- Confirm Change - Credit allocation updates immediately
Subscriptions Management
Overview
Create and manage subscription plans that determine client features, pricing, and resource allocations.
Creating Plans
Define subscription tiers for your agency clients
Navigate to Subscriptions - Click Subscriptions in the Admin sidebar
Click "Create Plan" - Click the + Create Plan button
Define Plan Details - Fill in the plan configuration:
Managing Plans
View plan distribution and revenue analytics
Plan Distribution Dashboard
See how accounts are distributed across your plans:
- ✓ Accounts per plan - Count of active clients
- ✓ Percentage breakdown - Visual distribution
- ✓ Trial accounts - Number of trial users
- ✓ Active vs. inactive - Plan popularity metrics
Revenue Tracking
Monitor financial performance with key metrics:
Editing Plans
Modify existing plans to adjust pricing or features
- 1.Locate Plan - Find the plan you want to modify
- 2.Click Edit - Access the edit icon or actions menu
- 3.Update Fields - Modify pricing, features, or descriptions
- 4.Save Changes - Click Save to apply updates immediately
⚠ Note: Existing clients won't be automatically charged for price changes
Deleting Plans
Remove plans that are no longer needed:
Soft Delete (Recommended)
Deactivate plan - No new signups, but existing clients retain access
Hard Delete
Permanently remove - Completely removes from system (use sparingly)
✓ Recommendation: Always use Soft Delete first to avoid disrupting existing clients
Best Practices
Security Management
Strong Passwords
Use auto-generated passwords when creating clients. Encourage clients to change on first login.
API Key Protection
- • Never share API keys via email or chat
- • Use environment variables for development
- • Regularly rotate keys (every 90 days)
- • Revoke compromised keys immediately
Access Control
- • Regularly review user access
- • Terminate unused accounts (90+ days)
- • Use impersonation responsibly
- • Maintain audit trail
Client Onboarding
Send Welcome Emails - Provide clear getting started instructions
Assign Appropriate Plans - Don't over-provision, start with Trial
Document Key Workflows - Create guides for common client tasks
Monitor Early Activity - Check new clients in first week
Provide Support Channels - Multiple contact options
Billing Management
Track Credit Usage - Identify patterns and potential overages
Review Revenue Regularly - Monitor MRR/ARR trends
Plan for Growth - Scale infrastructure as agency grows
Backup Data - Regular database backups
Communication
Be Transparent - Clearly communicate changes to clients
Give Notice - Provide advance notice for policy changes
Document Everything - Maintain records of decisions and changes
Responsive Support - Quick response times for client inquiries
Common Workflows
Workflow 1: Onboarding New Client
Get a new client up and running successfully
- 1Create Client Account
- 2Assign Trial Plan (for evaluation period)
- 3Copy credentials and email to client
- 4Schedule welcome call or onboarding session
- 5Set up agent (see Agent Configuration Guide)
- 6Monitor first-week activity
- 7Convert to paid plan after trial period
Workflow 2: Upgrading Client
Client wants more features or higher limits
- 1Review current usage and needs
- 2Select appropriate plan upgrade
- 3Change client's subscription tier
- 4Communicate new features and benefits
- 5Update pricing/credits immediately
- 6Document change date and reason
- 7Follow up to ensure satisfaction
Workflow 3: Managing Overages
Handle clients who exceed their credit limits
- 1Monitor usage alerts (automatic or manual)
- 2Contact client before reaching limit
- 3Discuss upgrade options
- 4If urgent: Process add-on credits
- 5Set expectations for limit enforcement
- 6Provide upgrade or purchase options
- 7Document the conversation
Workflow 4: Termination
Professional account termination when needed
- 1Identify termination reason
- 2Communicate with client in advance
- 3Export client data (if required/requested)
- 4Terminate user accounts
- 5Backup all configurations
- 6Confirm termination details in writing
- 7Retain data for retention period
Workflow 5: Migration
Client moves from another platform or agency
- 1Gather client requirements and existing data
- 2Create client account
- 3Import data (or rebuild configurations)
- 4Set up agents matching previous config
- 5Test all integrations
- 6Schedule training session with client
- 7Monitor closely during transition
Quick Reference
Admin Permissions
Client Limits by Plan
User Credit Allocations
API Provider Limits
| Provider | Max Concurrent | Notes |
|---|---|---|
| Webhook (n8n) | Unlimited | Requires n8n workflow |
| Vapi AI | 10 calls | Voice AI platform |
| Retell AI | 20 calls | Conversational AI |
Common Status Values
Active
Full access to all features
Paused
Suspended by admin (no new signins)
Suspended
Limited access due to violation
Terminated
Account closed, data preserved
Deleted
Permanently removed
Quick Tips
💡 Client Creation
Always start new clients on Trial plan to evaluate before converting to paid
💡 API Keys
Test all API keys before deploying to ensure connectivity
💡 Monitoring
Regularly review credits usage to identify trends and opportunities
💡 Documentation
Document all client changes and reasons for audit trail
💡 Support
Quick response times build client trust and loyalty
💡 Security
Rotate API keys every 90 days and never share them
Getting Help
- 1.Review This Guide - Each section has detailed explanations
- 2.Check Agent Configuration Guide - For agent setup details
- 3.Test Features - Use non-production accounts for testing
- 4.Follow Best Practices - Implement security and access controls
- 5.Contact Support - Reach out for technical issues
Next Steps
- Familiarize yourself - Explore each admin section
- Start small - Create your first test client
- Set up branding - Configure your agency's identity early
- Configure AI provider - Set up AI provider keys
- Monitor usage - Check credits and activity regularly
- Document processes - Create internal guides for your team
- Stay secure - Regularly review permissions and controls