Cookbook: Onboard a Reseller Customer

Use this workflow only when the authenticated account is an eligible reseller managing downstream customers. Ordinary organizations should create and configure their own Agent accounts without an extra reseller layer.

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Required decisions

• the reseller and customer identity
• whether the organization is a customer or internal organization
• the approved product plan
• the Agent template or custom configuration
• required members, channels, integrations, and Computer capabilities
• approval for resources that affect billing

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1. Verify reseller state

1. Read the reseller account.
2. Confirm its enabled features, billing provider, domains, templates, and available plans.
3. Search existing organizations by the customer’s stable external ID and name.

Reuse an existing customer organization when it represents the same customer.

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2. Create the customer organization

Use the organization creation operation with the reseller as the authorized parent. Supply a stable externalAccountId when another system owns the customer identity. Save the returned organization ID and read it back. Confirm its reseller parent, organization type, plan, active state, and external identifiers before continuing.

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3. Create or configure Agents

Choose one path:

• create Agent accounts and follow the Agent launch cookbook, or
• apply an approved reseller Agent template and supply its declared onboarding values

Read each resulting Agent’s staging and live configuration. Template application and account creation responses are not substitutes for configuration verification.

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4. Configure customer access

Invite the required members with minimum access. Use restricted child-account access when a member should see only selected Agents. Verify the customer’s actual account view. For an embedded Vida experience, generate one-time user authentication tokens only from a trusted backend after confirming the user-to-customer mapping.

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5. Connect customer capabilities

Configure only what the approved plan and workflow require:

• phone numbers, SMS, and SIP
• apps, functions, email, and webhooks
• Computer Agent lifecycle, skills, credentials, channels, and Tasks
• reporting fields and metrics

Read account capability catalogs rather than copying identifiers from another customer.

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6. Verify billing and product access

Confirm the customer plan, subscription status, enabled features, included usage, and billing-system mapping. When checkout or subscription creation is part of onboarding, complete one approved test through the actual customer flow. Do not configure internal feature entitlements or payout behavior through undocumented routes.

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7. Run acceptance tests

Verify:

• organization and Agent ownership
• customer member access
• prepared and live Agent configuration
• every required channel and integration
• one representative customer workflow
• logs, conversations, reporting fields, and usage visibility
• billing and support handoff

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Completion evidence

Report the reseller, organization, and Agent account IDs; stable external customer ID; selected plan and template; member and channel verification; live configuration IDs; representative Task or conversation; and any capability that still requires Vida or customer action.