> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vendschat.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Use case: Marketing agency (multi-client)

> Scenario: Pulse Digital manages WhatsApp and Instagram for six restaurant and retail brands. Each client has its own voice, hours, and menu — one wrong…

**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.

***

## 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

***

## How Pulse structures the account

### Organization vs workspaces

| Layer            | Pulse Digital setup                                                 |
| ---------------- | ------------------------------------------------------------------- |
| **Organization** | One billing account, one owner (agency principal)                   |
| **Workspace**    | One per client brand — isolated channels, labels, agents, templates |
| **Channels**     | Connected inside each workspace separately                          |

```text theme={null}
Pulse Digital (org)
├── Workspace: Bistro 22      → WhatsApp + Instagram
├── Workspace: Green Bowl Co  → Instagram only
├── Workspace: Taco Norte     → WhatsApp (ads use case)
└── Workspace: Pulse Internal → Messenger (agency ops)
```

**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.

### Scoped team access

For a junior freelancer on **Green Bowl Co** only:

| Setting      | Value                                              |
| ------------ | -------------------------------------------------- |
| Workspace    | Invite only to `Green Bowl Co`                     |
| Role         | **Member (Custom)**                                |
| Page access  | **Chat** + **Templates** only                      |
| Label access | Toggle only `Green Bowl`-related labels (optional) |

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).

### AI Agent per brand

Each workspace gets its own **AI Agent** — knowledge never crosses workspaces.

| Workspace  | Agent               | Template     | Knowledge                 |
| ---------- | ------------------- | ------------ | ------------------------- |
| Bistro 22  | Bistro Concierge    | Receptionist | Menu PDF                  |
| Taco Norte | Taco Sales          | Sales        | Catering packages + hours |
| Green Bowl | (none — human only) | —            | —                         |

**Pause globally:** **AI Agents** list → toggle **Paused** during client crises or menu changes.

**Assign in Chat:** Recipient panel → **Assigned to** → brain icon → pick agent.

### 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.

### 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.

### 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.

### 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**.

### 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.

***

## What Pulse does *not* do (common mistakes)

| Mistake                                     | Why it fails                                                           |
| ------------------------------------------- | ---------------------------------------------------------------------- |
| One workspace, labels only for separation   | Freelancers still see all labels unless restricted; higher mix-up risk |
| Share one AI Agent across clients           | Knowledge and tone bleed                                               |
| Promise HubSpot live sync in **Chat** panel | Integration connect exists; full CRM panel sync may not be visible yet |
| Use `/broadcast` page for campaigns         | Primary flow is **Chat** template modal → **Broadcast** tab            |

***

## 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

***

## 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

***

## Related docs

* [Use cases overview](/use-cases/use-cases-overview)
* [Workspaces & channels](/channels/workspaces-and-channels-overview)
* [Assignments & teams](/inbox/assignments-and-teams)
* [Billing — Advanced](/billing/pricing-plans-reference)
* [Analytics](/analytics/channel-performance)