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Scenario: Pulse Digital manages WhatsApp and Instagram for six restaurant and retail brands. Each client has its own voice, hours, and menu — one wrong reply destroys trust. Plan: Advanced — multiple workspaces under one organization invoice, plus API for internal reporting.

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The challenge

  • Agents must never mix Client A’s promo with Client B’s thread
  • Freelancers should only see one client’s conversations
  • Clients ask for weekly message stats without sharing Meta passwords
  • Some clients run Click-to-WhatsApp ads; others are inbox-only

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How Pulse structures the account

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Organization vs workspaces

Switch workspace: Settings → workspace name dropdown at top of the Workspace section (not the main app header). Members without Settings access use the Settings icon → Switch workspace popover. Important: Product marketing positions multiple workspaces on Advanced. Confirm the client’s plan before promising unlimited workspace creation.

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Scoped team access

For a junior freelancer on Green Bowl Co only: Owners keep Billing & Usages and API Keys (organization owner only). Member (Chat-only) is fine for full-time client agents who don’t need Templates or Analytics. Label restrictions: When a custom member has specific labels selected, they only see threads with those labels in Chat. Empty label selection = see all threads (use explicit toggles for freelancers).

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AI Agent per brand

Each workspace gets its own AI Agent — knowledge never crosses workspaces. Pause globally: AI Agents list → toggle Paused during client crises or menu changes. Assign in Chat: Recipient panel → Assigned to → brain icon → pick agent.

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Templates per approval cycle

Agency submits WhatsApp templates per client in Templates → My Templates. Account lead tracks Approved / Pending / Rejected before any broadcast. Never reuse Client A’s template name for Client B — Meta approval is per WABA/workspace context.

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Client reporting without Meta access

Weekly deliverable for Bistro 22:
  1. Switch to Bistro 22 workspace in Settings
  2. Analytics → WhatsApp channel → Last 7 days → Apply
  3. Screenshot summary cards or Export CSV (message trend, template performance)
  4. Optional: Message logs filtered by Failed for ops notes
Messenger/Instagram volume: Analytics home channel cards + Chat filters — full delivery/read dashboard is WhatsApp-focused today.

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Broadcasts for client promos (Growth+ per client org)

Taco Norte’s weekend special:
  1. Label engaged diners Taco-VIP during the week
  2. Chat → template composer → Broadcast → labels Taco-VIP → approved template
  3. Schedule Saturday 11:00 UTC
Each client workspace runs its own broadcast — no cross-workspace audience.

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Co-Admin for account managers

Before a client call:
  • “Give me an overview of this workspace” — channels, open threads
  • “List our WhatsApp channels” — confirm connected numbers
  • “What plan are we on?” — billing context
Remind account managers to switch workspace in Settings first — Co-Admin reads the current session workspace.

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Optional: API dashboard (Advanced)

Pulse’s engineering team uses API Keys to feed a TV screen: open Enterprise label thread count per workspace. Not required for day-to-day agency work.

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What Pulse does not do (common mistakes)

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Results agencies care about

  • Zero cross-client thread leaks via workspace isolation
  • Faster freelancer onboarding with Member (Custom) roles
  • Client-ready reporting from Analytics exports — no Meta seat license per client

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Copy-paste playbook

  1. Advanced plan + Settings → Organization → Workspaces — one workspace per client
  2. Channels catalog per workspace — WhatsApp / Instagram / Messenger as needed
  3. WhatsApp Support only vs Support, sales & ads per client ad strategy
  4. Labels per workflow: Reservation, Catering, Complaint
  5. One AI Agent + brand knowledge per workspace (optional)
  6. Member (Custom) for freelancers; owners on billing
  7. Weekly Analytics CSV/screenshot per client WhatsApp number
  8. Co-Admin for pre-call workspace snapshot