Sell an agent as a service

Build an offering your agency can sell again: a receptionist for home-service businesses, an appointment assistant, or an agent for your niche. Products brings the agent, onboarding questions, supported integrations, and launch rules together. Each customer gets their own service in your branded portal.

This guide takes you from a reusable agency agent to your first customer’s live service. Start with one customer, check the full experience, then use the published product to onboard more businesses.

A product and a service#

A product is the agency’s reusable offering, such as a home-service receptionist. A service is one client’s instance of that product. Setup creates a separate client agent, which appears in that client’s Agents area, alongside its service under Services.

Publishing freezes a product version. Each customer keeps the version they started with. Publishing later edits changes what new customers receive; it does not automatically replace existing customers’ agents.

Example: a home-service receptionist#

Suppose your agency sells a receptionist to plumbing companies. You prepare an agent that explains services, takes messages, and uses supported calendar tools to book appointments. You can also package an eligible after-call CRM workflow.

Acme Plumbing and River Plumbing use the same product, but receive separate agents with their own answers, connections, and number assignments. A booking for Acme uses Acme’s selected calendar. River’s information stays in River’s workspace.

Create and publish a product#

1. Choose the base agent
   Open Products and create a product from an agency-owned agent. Review its prompt or flow, knowledge, tools, and business-specific values before packaging it.
2. Build onboarding
   Choose the questions, integration requirements, and phone-number methods this service needs. Ask only for information the agent actually uses.
3. Choose launch rules
   Decide whether the agency approves activation, the client activates after completing the requirements, or activation happens automatically when the configured requirements pass. Configure answer review separately.
4. Check and publish
   Resolve readiness findings and publish the product. Add customers to the published version.

Map the onboarding questions#

Use the product’s Questionnaire editor to organise questions into steps, with clear labels and suitable input types. A receptionist might ask for business name, hours, service area, and an on-call number; another product can ask a different set.

Map client-specific answers to variables used by the base agent. For example, a business-name answer can fill {{business_name}}. The agent’s prompt or flow must reference that variable. Merely asking a question does not make the agent use the answer.

During setup, answers populate the client agent’s default variables. Wozena does not rewrite the saved prompt to insert arbitrary business information. Preview the questionnaire as a client and check the mappings before publishing.

These are examples, not mandatory question names. Match the variables your own agent uses. Avoid collecting information with no mapping or clear purpose, and never ask for integration passwords in a questionnaire.

Connections and after-call workflows#

Package supported calendar and CRM requirements so each client connects their own account during onboarding. The client selects any required appointment type or destination settings. Provisioning uses that client’s workspace connections, rather than copying the agency’s credentials.

Use the After-call workflows tab to package eligible automations tied to the base agent. Configure which workflows are required, which may be skipped, and which destination values the client must supply. Workspace-wide automations cannot be selected for packaging.

• CRM workflows retain their source provider: a HubSpot workflow requires HubSpot, and a GoHighLevel workflow requires GoHighLevel.
• Email workflows use a supported connected sender. The sender provider is fixed once the workflow is installed.
• Eligible SMS, helpdesk, spreadsheet and webhook workflows can also be packaged, using supported Twilio, Zendesk, Google Sheets or webhook destinations. Availability depends on the workflow’s actions and mappings. Your agency configures client-specific webhook destinations.
• Calendar tools operate during calls; Cal.com and Calendly are not after-call workflow destinations.
• Custom functions and webhook tools are not automatically converted into native client connections. Review packaging readiness and any client-specific configuration they require.

Setup creates the selected automations in the client workspace, linked to the provisioned agent. They are installed paused and managed by the service lifecycle. Clients can see their service’s workflows and run outcomes. See Post-call automations and CRMs and calendars.

Add a customer#

Open the published product and choose Add a customer. Select a client workspace, or create the client through the available client-creation flow. Choose whether the client or agency supplies the onboarding information. Adding a customer to a product is separate from inviting a user into that client workspace.

If the client needs access, invite a client admin through the existing invitation process. Arrange their subscription through your normal client billing flow. A recommended plan helps the agency choose; it does not create a separate product subscription.

Publish your branded product page#

Sharing gives you a product-specific signup link and an optional sales page on your agency’s branded host. Both keep the product attached to signup, so the customer receives the right service without your agency adding them manually.

1. Enable self-signup
   Enable client self-signup in your White-label settings. Turning on a product page does not enable self-signup by itself. Your agency must also have an active subscription and room for a new client.
2. Choose offered plans
   Select eligible public or link-only plans and, optionally, a recommended plan. Internal-only plans are not public offers. Paid plans need a working agency Stripe connection. While the page is off, use Update plans to publish the direct link’s plan selection.
3. Prepare your page
   Turn on the page editor and add a headline, description, and three to five benefits. Add optional FAQs or example cards where useful. Label examples honestly and keep private customer information out of public content.
4. Update and preview
   Edits save as a draft. Use Update page to publish the page content and offered plans together. Turning the page on alone does not publish an incomplete draft. Resolve readiness checks and review the desktop and phone previews.
5. Share the branded link
   Copy the product page or direct signup link from Sharing. Use your agency’s host. The direct signup link can remain available while the sales page is off, provided signup and the offered plans are eligible.

A new customer chooses a plan, creates an account and verifies their email. Wozena creates their client workspace and service, then directs them through any required payment into onboarding. A free plan does not need Stripe checkout. Setup and launch still follow the product’s requirements.

Existing clients use their current account and review the offer. Customers already paying keep their current plan; opening a product link does not silently buy or downgrade a plan. If signup needs a choice or confirmation, the screen asks for it. Returning to a completed signup reuses its service rather than creating another.

What the client does#

1. Open the service
   Public-signup customers continue into setup after any required payment. Invited clients sign into your branded portal, open Services, and select their service.
2. Answer business questions
   They complete the steps you configured. Saved answers let them leave and return to continue later.
3. Connect their accounts
   Where required, they connect their own CRM or calendar and select settings such as an appointment type. A workspace admin completes connections that need admin access.
4. Choose a number method
   If the product needs a phone number, they choose from the methods you allow. The screen explains availability and plan limits.
5. Review and submit
   They check their answers and submit. The service shows progress or the next action needed from them or your agency.

They complete required workflows and either configure or explicitly skip optional ones. After reviewing and submitting their answers, the service follows the agency’s review rules. If a correction is requested, the client sees what to fix and can resubmit.

Submission starts the setup process only when its requirements pass. It is not a promise that the service is already live.

Numbers, plans and usage#

The product determines which number methods are offered: an available existing client number, an available agency number, or a new number arranged through setup. Choosing an option does not immediately buy or assign a number.

The number choices show plan usage and availability. Setup checks again before assigning or purchasing. Agency-pool numbers still count against the client’s allowance. A number already held by another agent or service cannot be taken over through onboarding.

Services use the existing client subscription and usage billing. There is no additional product subscription or separate product usage meter. Included minutes, numbers and knowledge bases, overage settings, and spending caps still come from the client’s plan. Free plans stop at their configured limits.

The client’s plan subscription and usage overages follow your existing billing cycle. Choosing a number or finishing a call does not immediately charge a separate client overage payment. Eligible usage overages are collected through subscription billing; plan limits and overage caps still apply.

A provider number purchase can incur a provider charge separately from when client usage is billed. Review purchase confirmation and plan terms before proceeding. See Phone numbers, Client plans, and Billing clients.

Test and go live#

The agency’s customer page tracks answers, setup, tests and activity. Setup provisions the client’s agent and required resources in stages. If a stage needs a connection, number decision, or recovery action, resolve it before activation.

Use the Tests area and the client’s Try it page to check the business details, tools and call behaviour. Before activation, phone testing is limited to the configured tester numbers. Complete the product’s required checks, then activate using its agency, client, or automatic launch policy.

Packaged after-call workflows run only for eligible live-service calls. Pre-launch test calls do not trigger them, even if their analysis arrives after launch. A workflow’s own conditions must also match.

Your first-customer checklist#

• The questionnaire collects only relevant information, and the agent uses the mapped answers correctly.
• The greeting names the client’s business; hours, service area, and escalation details match their answers.
• Calendar tests use the correct appointment type and time zone. Verify the actual booking, not just the spoken confirmation.
• CRM tests save valid caller details to the intended client account. Verify the record in the CRM.
• The number belongs to this service, and subscription limits or approvals are resolved.
• Required tests and launch checks are complete. Test calls are distinguished from live calls.
• After launch, an eligible call produces the expected after-call workflow result. Check the run history.

Once the first service works end to end, use the same published product for the next customer. Revisit your questionnaire when clients repeatedly need clarification, and publish improvements for future customers.

Troubleshoot signup and setup#

Manage changes and recovery#

• Use the service’s change flow to update business information. Review and application follow the product’s rules; some updates may need republishing or knowledge ingestion.
• Use setup recovery controls for failed steps, uncertain provider results, duplicate resources, or number decisions. Check an uncertain outcome before starting another provider action.
• Pause and resume through the service controls. Managed workflow status follows the service; an action already authorised may still finish after a pause.
• Review failed or skipped workflow runs before replaying. Replay permissions depend on the outcome and role, and successful actions are not intentionally repeated.
• End the service before deleting or unrouting resources protected by its lifecycle. Released workflows remain in the client workspace paused.

For problems with access, subscription allowances or connections, check the reason shown on the service before retrying. See Troubleshooting for general account and integration issues.