Agency operating model
Three ownership models carry different risks
| Model | Advantage | Main risk |
|---|---|---|
| client operates | clear contract and data responsibility | more coordination and separate configurations |
| agency operates | central delivery and support | tenant separation, access and liability |
| hybrid | client owns accounts and agency administers | roles and offboarding must be exact |
Agency checklist
Resolve nine points before onboarding the first client
- separate tenants, workspaces or Teams channels
- roles for agency, client and external responders
- domains, widgets, brands, languages and staging environments
- branding and any white-label conditions
- DPA chain, subprocessors and vendor support access
- reporting per client and any consolidated view
- billing, excess usage and pass-through costs
- export, ownership, offboarding and operational handover
- release approval and rollback for every website
Scaling logic
Compare channels, domains and conversations—not just seats
WebChat states per-channel charging and unlimited users per channel. Social Intents publishes packages with differing widget, domain, conversation and sometimes agent limits. For many small client accounts, channel or domain count may matter more than the agency headcount.
Price three scenarios: five clients with one language, ten clients with two languages, and a campaign client with high seasonal volume. Numeric WebChat prices and any branding or reseller terms require current written confirmation.
Two-client proof
Prove separation and exit before commercial rollout
- 01
Use unlike clients
Choose different brands, languages and Teams structures to expose assumptions.
- 02
Test least privilege
Show exactly what agency staff, client admins and responders can access.
- 03
Produce separate evidence
Export conversations, activity and billing evidence for each client independently.
- 04
Offboard one client
Remove access, widget and data paths without affecting the other client.