Partner account and partner access
How a customer gives their partner access, how the partner opens the customer account, and what helps if a customer account isn't visible or switching doesn't work.
A partner can set things up and look after them for you. To do this, you give them access to your account, with the scope and for the duration you choose. They sign in with their own credentials, so you never share your password. This page explains the process for customers and partners and helps when something doesn't work.
Partner access and support access
| Partner access | Support access | |
|---|---|---|
| For whom | your partner, such as the agency or IT service provider that looks after you | the bhomy team |
| Scope | you decide. Conversation content only if you explicitly allow it | configuration of agents, prompts, tools and numbers |
| Duration | you decide | 24 hours |
| Log | every access, visible to you in the dashboard, stored for 12 months | every change is logged |
| Ending | at any time | at any time with Revoke access |
Support access is described under Account and security.
For customers: granting access
- Open Account › Partner access.
- Choose the partner who should get access.
- Set the scope, for example only setting up the agents, or numbers and tools as well.
- Decide whether the partner may see conversation content such as transcripts and summaries. Without your explicit permission, they don't see it.
- Choose the duration and confirm.
Before your partner accesses your account, you conclude a data processing agreement with them and, if you're bound by professional secrecy, a confidentiality undertaking. Your partner has templates from us for this, see DPA for referral and resale. bhomy isn't a party to these agreements.
Under Account › Partner access you can always see which partner has access and until when, as well as every access with person, time and type. End access ends it immediately.
For partners: opening a shared account
- Sign in with your partner account, using two-factor authentication.
- In the partner area, open the customer overview. Customers who have granted access show the scope and end of the access.
- Open the customer account. A notice at the top shows that you're working in the customer's account.
- Only work within the scope that was granted. Every access is recorded in the customer's log.
When reselling, you manage the customer accounts yourself. They appear in the customer overview without a grant.
A customer account isn't visible
| Possible cause | Solution |
|---|---|
| The customer isn't assigned to you | Check the assignment, see Customer not showing up |
| The customer hasn't granted access yet | Ask them to grant access under Account › Partner access |
| The access period has expired | The customer grants access again |
| The customer ended the access | Talk to them about whether they still want support |
| A resale account is missing | Did you create the customer account in the partner area and accept Annexes 4 and 5 with the first account? |
Switching to the customer account doesn't work
| Possible cause | Solution |
|---|---|
| Two-factor authentication isn't set up in your partner account | Set it up under Account › Security. It's mandatory for partner accounts |
| Your session has expired | Sign in again |
| You're signed in with a different account, such as your own customer account | Sign out and sign back in with your partner account |
| The access has just expired | Ask the customer to grant access again |
Something is missing in the customer account
| Situation | Explanation |
|---|---|
| Transcripts and summaries are missing | The customer hasn't shared conversation content. Or the transcripts were deleted after 30 days, or the caller declined the recording |
| An area can't be opened or changed | It isn't part of the granted scope |
People in your partner account
Only invite people to your partner account who work for you. You're responsible for their actions.
| Situation | Solution |
|---|---|
| The invitation doesn't arrive | Check the spam folder, check the address and invite again |
| An invited person doesn't see any customers | They haven't accepted the invitation yet or haven't set up two-factor authentication |
| Someone leaves your company | Remove their access immediately, see When someone leaves the company |
The greeting in the demo assistant can't be changed
That's intended. The greeting of your demo assistants is fixed so that the partner account stays an account for demonstrations. This doesn't apply to a customer's own agent: there, the customer, or you with their permission, can change the greeting freely. If you want to use bhomy in your own business, you conclude your own customer contract.
Before you write to us
- Are you signed in with the right account, partner account or customer account?
- Is the customer assigned to you, and have they granted access?
- Is the grant still valid?
- Is two-factor authentication set up?
If none of this helps, write to support@bhomy.ai with the customer's company name, your partner account and a screenshot of the message, see Report a problem.
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