Managing Tenants

The tenant lifecycle

Every tenant moves through these statuses:

Status	What it means	What works
TRIAL	New tenant, not yet a paying customer	Everything works. Calls flow. No charges to the tenant yet.
ACTIVE	Paying customer	Everything works. Tenant is being billed per their subscription.
SUSPENDED	Past due or manually suspended	No calls. No new extensions. Tenant sees a "service suspended" page.
CANCELLED	Permanently closed	Read-only. Tenant data preserved for 90 days, then purged.

You set the status when you create the tenant. You change it from the tenant edit modal or via the API.

The tenants list

Click Tenants → Tenants in the top nav. Columns:

• Name — clickable, opens the tenant's dashboard
• SIP Prefix — internal identifier, never changes
• Status — color-coded badge
• Users — how many user accounts exist in this tenant
• DIDs — assigned phone numbers
• Extensions — provisioned extensions
• Created — when you made the tenant
• Actions — Edit, Manage, Delete

Search the list by typing the tenant name or billing email in the search box. Click any column header to sort.

Editing a tenant

Click Edit on the row. The same modal you used to create the tenant appears, with all fields editable except SIP Prefix (immutable — changing it would break every existing extension).

You can change:

• Name
• Billing email
• Default CNAM (caller ID name on outbound)
• Timezone
• Status
• E911 address fields

Changes save immediately. No restart needed — the tenant's calls are unaffected.

Tenant defaults

Click Tenants → Tenant Defaults in the top nav. This page sets the values that get pre-populated when you create a new tenant — saves typing if you've got common patterns.

Useful defaults to set:

• Timezone — your local one if you're mostly serving local businesses
• Default CNAM — if you white-label, leaving this blank is fine; tenant sets their own
• Suspension behavior — what happens when a tenant exceeds their spend cap
• Default billing profile — assigns one of your billing templates to new tenants automatically

Defaults only apply to new tenants. Existing tenants keep their current settings.

Managing as the tenant

Click the tenant name in the list to open their dashboard. You're now seeing what your customer sees: extensions, DIDs, call flows, voicemail, the works.

The breadcrumb at the top always says "Tenants → [Tenant Name]" so you know which tenant you're inside. Click your brand name in the header to go back to the partner dashboard.

You can do anything the tenant can do — provision phones for them, set up call flows, configure voicemail. This is how onboarding works in practice: you do the initial setup for them, then hand them a username and password and walk away.

Anything you do as the tenant is logged with your user ID, so the audit trail shows it was you, not them. Useful for support cases.

Deleting a tenant

Click Delete on the row. A confirmation modal asks you to type the tenant name. This is intentional friction — deleting is destructive.

What deletion actually does:

1. Tenant status flips to CANCELLED
2. All extensions unregister
3. All DIDs are released back to your inventory (you can reassign them to another tenant)
4. Active recordings are finalized; nothing new is recorded
5. After 90 days, all tenant data is permanently purged (call recordings, transcripts, voicemail, contacts, etc.)

During the 90-day window, you can re-activate the tenant from the SUSPENDED list. After 90 days, the data is gone.

If a tenant is deleting because they're switching providers, port their numbers out before deleting. Once a DID is released back to your inventory, the porting workflow gets complicated. Better to handle the port first, then delete.

Suspending and reactivating

Manual suspension: edit the tenant, change status to SUSPENDED, save. Inbound calls go to a "service interrupted" message. Outbound is blocked. The tenant sees a billing-suspension page when they log in.

Reactivation: edit, change status back to ACTIVE.

You can also configure auto-suspension based on spending caps — covered in Usage Limits & Spending Controls.

What you can't change

• SIP Prefix — immutable
• Created date — immutable
• Linked partner — you can't transfer a tenant to a different partner. Tenants are owned by whoever created them.

If a tenant needs to move to a different partner (e.g., M&A scenarios), open a support ticket and we'll handle it manually.