> For the complete documentation index, see [llms.txt](https://partners.botpenguin.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://partners.botpenguin.com/home/partner-panel-complete-overview.md). # Partner Panel — Complete Overview ### What is the Partner Panel? The Partner Panel is your agency's operational headquarters. Everything you need to run a white-label chatbot business — managing customers, setting up plans, customizing your brand, and tracking performance — lives here, in one place. This document walks you through every section of the panel: what it does, why it matters, and what you can accomplish with it. Whether you're exploring the platform before signing up, or you've just logged in for the first time, this is your starting point. *** ### How the Panel is Organized When you log in, you'll see a collapsible left sidebar with all modules listed top to bottom. These modules are used to manage the entire platform.
Think of the panel in four layers — each one building on the previous: | Layer | Modules | What It Answers | | ---------------- | --------------------------------------------------------- | ---------------------------------------------- | | **Your Agency** | Dashboard, Activities, Feedbacks | How is my business doing right now? | | **Your People** | Customers, Partners, Partner Team | Who am I managing, and who's helping me do it? | | **Your Product** | Customer Plans, Integrations, Configurations, Help Center | What am I selling, and how is it set up? | | **Your Account** | Your Plan, More (Developers + My Account) | What's my own relationship with the platform? | *** ### Dashboard {% hint style="info" icon="bullseye-arrow" %} **Goal:** Know the main analytics of your agency, and see the latest signups to the platfrom. {% endhint %} The Dashboard is the first thing you see after login — and it's designed to give you a complete picture of your agency without clicking anywhere else. Two sections keep you informed: * **Overview** — Eight metrics updated in real time: total, paid, and suspended customer counts; new sign-ups today and this week; and Message, WhatsApp Message, Team Member, and voice minute usage against your limits. * **Recent Sign-Ups Table** — Your latest customers with their plan, location, and last login. Edit or remove any entry directly from here.
**What you can do here:** * Monitor total and paid customer counts * Track resource usage before limits are hit * Spot new sign-ups and take immediate action * Check and complete your onboarding checklist {% content-ref url="/pages/mElDNmnLUElD0rvGMKPJ" %} [Dashboard](/partner-platform-guidelines/dashboard.md) {% endcontent-ref %} *** ### Customers {% hint style="info" icon="bullseye-arrow" %} **Goal**: Manage every customer on your platform across their full lifecycle — from active to suspended to removed. {% endhint %} This is where you manage the people who sign up for your white-labeled product. Three tabs give you complete lifecycle visibility — **All Customers**, **Suspended Customers**, and **Deleted Customers**. * **All Customers** — Your full customer list. Add customers one by one or import in bulk. Click any customer's name to open their portal, or click the plan icon to see what they're currently on. * **Suspended Customers** — Accounts that have been paused. Access is blocked for these customers but their data is intact. * **Deleted Customers** — Soft-deleted records with a recovery window. Nothing is permanently gone immediately.
**What you can do here:** * Add, edit, or remove customers * Import and export customer lists * View and manage plan assignments per customer * Access any customer's portal directly * Track suspended and deleted accounts This is the module you'll use most day-to-day. {% content-ref url="/pages/Y9LdvXgUX3HGROAmnVJg" %} [Customers](/partner-platform-guidelines/customers.md) {% endcontent-ref %} *** ### Partners {% hint style="info" icon="bullseye-arrow" %} **Goal**: Build and manage a resellers who sell your platform to their own customers. {% endhint %} If your business model includes resellers, this is where you manage them. Three tabs give you full control over your reseller network. * **Resellers** — Your full list of resellers. Each reseller gets their own panel, which you can open directly from the table. Control their status and access from here. * **Plans** — Manage the subscription plans assigned to your resellers. Define what each reseller can offer and at what limits. * **Add-Ons** — Manage additional resources and features available to your resellers on top of their base plans. Not every agency will use this module on day one — but if you're building a reseller network or running a tiered distribution model, this is where that layer lives and scales.
**What you can do here:** * Add and manage reseller under your agency * Open any reseller panel directly * Control reseller status and plan assignments * Track suspended and removed resellers {% content-ref url="/pages/JafG1X30LdEP3ym8btHg" %} [Partners](/partner-platform-guidelines/partners.md) {% endcontent-ref %} *** ### Partner Team {% hint style="info" icon="bullseye-arrow" %} **Goal:** Control who on your team can access what — so the right people have the right tools, and nothing sensitive is left open. {% endhint %} This is where you manage the internal team running your agency. Two tabs handle this cleanly. * **Members** — Add the people on your team with their name, email, phone, and an assigned role. Activate or deactivate any member without deleting them. * **Roles** — Create custom roles and define exactly what permissions each one carries. Once a role is set up, assign it to any number of members. The role system matters because not everyone needs access to everything — your support staff, account managers, and operations team all have different jobs. Build the role once, assign it broadly, and your access control runs itself.
**What you can do here:** * Add team members and assign them roles * Create custom roles with specific permission sets * Activate or deactivate members without deleting them * Keep sensitive modules locked to the right people {% content-ref url="/pages/bHvUMpGiiNGeuDqVTqdx" %} [Partner Team](/partner-platform-guidelines/partner-team.md) {% endcontent-ref %} *** ### Customer Plans {% hint style="info" icon="bullseye-arrow" %} **Goal:** Build the product you sell — subscription plans, add-ons, coupons, and the billing infrastructure behind all of it. {% endhint %} This is where you define what customers buy and manage everything around payments on your platform. Get this set up before your first paying customer logs in. * **Plans** — Create the subscription tiers you offer. Set the name, pricing, features, integrations etc. A visibility toggle controls whether it appears on your pricing page. * **Add-Ons** — Extras customers can purchase on top of their plan — additional messages, agent seats, AI credits, or any other resource you want to sell separately. * **Invoices** — Every invoice generated for your customers, in one place. Email or download any invoice directly. * **Configuration** — The billing infrastructure behind your platform: invoice details, tax rates, currency, payment reminder rules, and grace period rules for downgrades.
**What you can do here:** * Create and manage subscription plans at any price point * Add purchasable add-ons for upselling * Run promotions using coupon codes * Monitor and manage customer invoices * Configure taxes, currency, and billing rules {% content-ref url="/pages/rZ3ZhT6zLzpsfOkPmUVM" %} [Customer Plans](/partner-platform-guidelines/customer-plans.md) {% endcontent-ref %} *** ### Activities {% hint style="info" icon="bullseye-arrow" %} **Goal:** Stay ahead of renewals, track every subscription change, and catch churn before it happens. {% endhint %} The Activities module is your early warning system. It surfaces three things that directly affect your revenue. * **Upcoming Renewals** — Customers whose plans are expiring soon, sorted by days remaining. Use this to reach out proactively before renewals lapse. * **Subscription Activities** — A full log of every subscription event across your customer base: upgrades, downgrades, grace period starts and ends, plan freezes, and add-on purchases. Filter by activity type to find what you need. * **Upcoming Downgrade Requests** — Customers who have scheduled a downgrade but haven't been moved yet. You can see when the request was made and when it's set to execute — giving you a window to intervene.
**What you can do here:** * See which customers are coming up for renewal and when * Review the full history of subscription changes * Identify customers in grace periods or with frozen accounts * Catch pending downgrades before they execute {% hint style="info" %} Check this module regularly. Catching a churning customer before their grace period ends is the difference between a save and a lost account. {% endhint %} *** ### Integrations {% hint style="info" icon="bullseye-arrow" %} **Goal:** Connect your platform to the tools your customers already use — extending what your chatbots can do without building anything custom. {% endhint %} The Integrations module lists all third-party tools available on your platform — 24 integrations across AI, payments, messaging, CRMs, automation, and more. Each integration shows its status: **Integrated** (connected, ready to configure) or **Not Connected** (available to enable). Search by name, connect what you need, and configure credentials per integration. **Available integrations:** | Category | Tools | | --------------------- | -------------------------------------------------- | | AI & LLMs | ChatGPT, Claude, Deepgram | | Messaging | WhatsApp, Instagram | | E-commerce | Shopify | | Payments | Stripe, worldPay | | Automation | Zapier, Make | | CRM | Zoho | | Auth & Infrastructure | Google, Google Login, reCAPTCHA, AWS Email Service | | CMS | WordPress | | Other | Voxloud, Romulus |
**What you can do here:** * Enable integrations that your customers can use inside their chatbots * Configure and manage credentials for connected tools * Search and identify available integrations by name The integrations you enable here determine what's available to your customers when they build chatbots. Set these up as part of your initial platform configuration. {% content-ref url="/pages/4SpxqicnEVhj8MpZlefj" %} [Integration](/partner-platform-guidelines/integration.md) {% endcontent-ref %} *** ### Configurations {% hint style="info" icon="bullseye-arrow" %} **Goal:** Set your brand, domain, AI model, templates, and every default your customers experience. {% endhint %} Configurations is where your white-label identity is built. This module has ten tabs. Together they control how your platform looks, behaves, and feels to your customers. * **Custom Domain** — Connect your own domain. Once live, your platform runs entirely on your URL — no trace of the underlying software. * **General** — Platform-wide defaults: API log retention, which premium features are visible to customers, help center access rules, subscription email triggers, and SMS provider selection. * **Default AI Model** — Choose the AI model powering chatbots on your platform (e.g., ChatGPT), set message limits, and control whether customers can purchase extra AI credits or connect their own API keys. * **Invoice Details** — Your company's billing address, which appears on all customer-facing invoices. * **Custom Script** — Add third-party tracking or analytics scripts (Google Tag Manager, Hotjar, Clarity, etc.) to your platform pages. * **Bot Templates** — Manage pre-built chatbot templates available to customers. Control which templates are visible and on which platforms. * **WhatsApp Message Templates** — Create and manage approved WhatsApp message templates for use across customer chatbots. * **AI Agent Templates** — Pre-configured AI agents customers can deploy without building from scratch. * **Custom Tabs** — Add custom menu items to your platform's navigation — link to external tools, internal resources, or custom pages. * **Service Regions** — Control which countries are active on your platform, set a default region, and toggle individual countries on or off.
**What you can do here:** * Set your domain, logo, and brand identity * Define the AI model and default limits for all customers * Configure billing, taxes, and invoice details * Build and manage templates for chatbots and AI agents * Control what customers see and can access on your platform Start here during onboarding. Domain, branding, AI model, and invoice details must be configured before your first customer logs in. {% content-ref url="/pages/JFZlA236DUNwCHFXqd70" %} [Configurations](/partner-platform-guidelines/customer-plans/configurations.md) {% endcontent-ref %} *** ### Help Center {% hint style="info" icon="bullseye-arrow" %} **Goal:** Give your customers a self-serve support experience under your brand — so they find answers before they raise tickets. {% endhint %} The Help Center module lets you build and manage a branded support hub for your customers, hosted on your platform. A well-built Help Center reduces inbound support volume significantly. Five tabs give you full control: * **Home Page Setup** — Organize help collections on the homepage. Drag to reorder. Publish or unpublish collections individually. * **Setup Wizard** — A guided onboarding section with video tutorials per collection, helping customers get started faster. * **Help Docs** — Add written documentation articles for your customers. * **Updates** — Publish product updates and announcements directly in your Help Center. * **Social Media** — Add your brand's social links to the Help Center footer.
**What you can do here:** * Build a fully branded knowledge base for customers * Publish onboarding guides, how-to articles, and update announcements * Organize content into collections and control what's published * Reduce support load by enabling customer self-service At minimum, cover chatbot setup, WhatsApp configuration, and billing before you go live. {% content-ref url="/pages/2mNpdY7HfAnmdhyZvDgA" %} [Help Center](/partner-platform-guidelines/help-center.md) {% endcontent-ref %} *** ### Your Plan {% hint style="info" icon="bullseye-arrow" %} **Goal:** Manage your own agency's subscription with the platform — your usage, your billing, your invoices. {% endhint %} Your Plan is about your relationship with the platform, not your customers'. This is where you manage your agency subscription. * **Plan** — View available agency tiers (Baby, Little, King, Emperor) with features and pricing. Toggle between Quarterly and Yearly billing. Use **Change Plan** to upgrade or switch tiers. * **Add-Ons** — Purchase extra agent seats or resource packs on top of your current plan. Items are added to a cart before checkout. * **Current Plan** — Your active plan with start date, next renewal date, pricing, and status. Upgrade directly from here. * **Billing** — Manage the billing address on your agency account — company name, country, tax ID, and address. * **Invoices** — Complete invoice history for your agency subscription. Download or email any invoice from this view.
**What you can do here:** * Review and change your agency plan tier * Purchase add-ons for more capacity * Track your next renewal date and billing amount * Download your own invoices Keep this section current — especially your billing address and plan tier — as your agency grows. {% content-ref url="/pages/8pz5cXRzXZkhe9TSt89Z" %} [Your Plan](/partner-platform-guidelines/your-plan.md) {% endcontent-ref %} *** ### Feedbacks {% hint style="info" icon="bullseye-arrow" %} **Goal:** Hear what your customers are saying about your platform without waiting for them to contact support. {% endhint %} The Feedbacks module collects ratings and comments submitted by your customers. Each entry shows the customer's email, feedback type, rating (1–5), reason, and any additional notes. This is passive listening — not a ticket system. Use it to spot recurring complaints, catch product friction early, and identify what's working before it gets written up elsewhere.
**What you can do here:** * View all customer feedback in one place * Filter by rating or feedback type * Identify recurring issues before they escalate {% content-ref url="/pages/dtNwufvIfs4PGcKo5uZc" %} [Feedbacks](/partner-platform-guidelines/feedbacks.md) {% endcontent-ref %} *** ### More The **More** menu in the sidebar expands to give you access to developer tools and your own account settings. #### 1. Developers {% hint style="info" icon="bullseye-arrow" %} **Goal:** Connect external systems to your platform and monitor event activity through APIs and webhooks. {% endhint %} * **API Access Token** — Generate the token you need to use the platform's APIs in external integrations. Copy it, or revoke and regenerate it at any time. Use the developer tools if you're building custom integrations, connecting internal systems, or extending the platform beyond what's available out of the box.
**What you can do here:** * Generate and manage your API access token * Subscribe to webhook events across WhatsApp, Instagram, SMS, and account-level triggers * View webhook delivery logs for debugging #### 2. My Account {% hint style="info" icon="bullseye-arrow" %} **Goal: Manage your agency's brand identity and your personal login credentials.** {% endhint %} * **Account** — Manage your brand: logos (square and rectangular formats), login background image, chatbot brand name, terms and privacy policy URLs, partner contact details, and preferred language. * **Security** — Update your login credentials via password, as well as set up MFA for extra secruty of your agency account.
*** ## Troubleshooting ### Login & Access
I can't log in to the Partner Panel. Check that you're using the correct email address and password. If you've forgotten your password, use the **Forgot Password** option on the login page. If your account has been deactivated, contact your platform administrator or reach out to support.
A team member can't see certain modules. This is typically a permissions issue. Go to **Partner Team → Roles**, open the role assigned to the team member, and verify that the required modules are enabled. Then go to **Members** and confirm the correct role is assigned.
I'm logged in, but the panel looks different from what's described here. Your account may be on a plan that restricts certain features, or your assigned role may limit what you can access. Check **Your Plan → Current Plan** to verify your subscription tier and **Partner Team → Roles** to review your access permissions.
*** ### Customers
A customer I added isn't showing up. Refresh the page first. If the customer still doesn't appear, check the **Suspended Customers** and **Deleted Customers** tabs. The customer may have been added with an inactive status or moved to a soft-deleted state.
I can't open a customer's portal. The customer name in the customer table is a clickable link that opens their portal in a new browser tab. If nothing happens, verify that your browser is not blocking popups for your platform domain.
I imported customers, but some didn't appear. Import failures are usually caused by formatting issues. Ensure all required fields, such as customer name and email address, are present and that the file follows the expected import format. After correcting any issues, re-import only the failed rows.
*** ### Customer Plans & Billing
A plan I created isn't showing on the pricing page. Go to **Customer Plans → Plans** and verify the plan's **Visibility** setting. If visibility is disabled, the plan will not appear on the customer-facing pricing page.
A coupon isn't working for a customer. Check the coupon status and expiration date under **Customer Plans → Coupons**. Coupons that are expired or inactive cannot be applied during checkout.
An invoice shows as "Due" even though the customer has paid. Invoice statuses update after payment confirmation is received from your payment processor. Check your Stripe or payment gateway configuration under **Integrations**. If the payment was successful but the invoice status hasn't updated, contact support for assistance.
Taxes aren't appearing on customer invoices. Go to **Customer Plans → Configuration → Taxes** and verify that your tax rules are configured correctly and marked as active.
*** ### Integrations
An integration I connected stopped working. Go to **Integrations**, locate the integration, and click **Configure**. Verify that the API key, access token, or other credentials are still valid. Many integrations require re-authentication after credentials expire.
WhatsApp isn't connecting. WhatsApp integrations require a verified WhatsApp Business Account and valid API credentials. Confirm that your credentials are correct, your WhatsApp Business Account is active, and Meta has approved the account.
*** ### Configurations
My custom domain isn't showing as live. DNS propagation can take up to 48 hours after updating your domain records. If more than 48 hours have passed, go to **Configurations → Custom Domain** and verify that the domain information is correct. Contact support if the issue continues.
Changes to chatbot templates aren't showing for customers. Check the **Visibility** setting for the template under **Configurations → Bot Templates**. Templates with visibility disabled will not appear in the customer portal.
*** ### Activities & Renewals
A customer's plan shows as expired, but they haven't been notified. Go to **Customer Plans → Configuration → Currency & Payment Reminders** and verify that reminder emails are enabled and configured correctly. Also confirm that the customer's email address is accurate in their profile.
A downgrade request I approved isn't showing in Activities. Downgrade requests only appear in **Activities → Upcoming Downgrade Requests** before they are executed. After a downgrade has been processed, it is moved to the **Subscription Activities** log.
*** ### Frequently Asked Questions
Can I change my agency's brand name and logo after going live? Yes. Go to **More → My Account → Account** and update your brand name, logos, and any other brand details. Changes take effect immediately across the platform. Note that if you've already sent invoices or onboarding emails to customers, those won't be retroactively updated—only new interactions will reflect the updated branding.
How do I stop a customer from seeing a specific plan on the pricing page? Go to **Customer Plans → Plans**, find the plan, and toggle **Visibility** to **Off**. The plan will no longer appear on your customer-facing pricing page but will remain active for customers already subscribed to it.
Can I have multiple team members with the same role? Yes. You can assign the same role to as many team members as needed. Roles define permissions, not headcount. Go to **Partner Team → Members** to assign roles when adding or editing a member.
What happens to a customer's data when I delete them? Deleted customers are soft-deleted and moved to the **Deleted Customers** tab. They are not permanently removed immediately, allowing you to recover the account if needed. Visit the **Deleted Customers** tab to restore an account.
Can customers on my platform integrate their own ChatGPT or AI keys? Yes, if you choose to allow it. Go to **Configurations → Default AI Model** and toggle **Allow customer to integrate their own keys** on or off based on your preferred setup.
Why do some integrations show as "Not Connected" even after I set them up? Integration status reflects current connection health, not just initial setup. If credentials expire or a third-party service revokes access, the status may revert to **Not Connected**. Go to **Integrations**, locate the integration, and click **Configure** to refresh or re-enter credentials.
How do sub-partners differ from customers? **Customers** are end users who build chatbots and use your platform. **Sub-partners** are resellers who receive their own version of the Partner Panel and manage their own customers under your agency. Sub-partners are managed in the **Partners** module, while customers are managed in the **Customers** module.
Can I set different pricing plans for different customers? Yes. Create multiple plans under **Customer Plans → Plans** with different pricing, features, and limits. You can then assign the appropriate plan when creating or editing a customer.
What's the difference between "Suspended" and "Deleted" customers? **Suspended** customers have their access paused, but their account remains active in the system. **Deleted** customers are removed and placed in a soft-deleted state. Both statuses are reversible. Suspended accounts can be reactivated using the status toggle, while deleted accounts can be restored from the **Deleted Customers** tab.
How do I know when a customer's plan is about to expire? Go to **Activities → Upcoming Renewals**. This section lists customers with expiring plans and displays the remaining days until renewal, helping you proactively follow up.
Can I add tracking scripts like Google Tag Manager to my platform? Yes. Go to **Configurations → Custom Script** and add third-party tracking scripts such as Google Tag Manager, Hotjar, Microsoft Clarity, or other analytics tools. Scripts added here run across your platform pages.
Where do I generate my API token for external integrations? Go to **More → Developers → API Access Token**. Your API token is available there for use in external integrations. You can also revoke and regenerate the token from the same page whenever needed.
*** ### Support If everything is correct and you are still unable to move forward, write to us at . We will respond back within 48 business hours. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://partners.botpenguin.com/home/partner-panel-complete-overview.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.