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Where to find it

In the Partner Portal sidebar, click Customers. The Customers button expands to two sub-items:
  • Active Customers — your full customer list (the page most partner actions live on).
  • Prospects — leads from the AI Receptionist still in the onboarding process (Enterprise feature).

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What customer management is

In Knotie AI PRO, Customer Management is everything you can control for a specific customer after they’ve been created. Most partner actions live in the Customer List page under a customer’s Manage modal.

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Customer List: Two tabs

The Customer List page has two main tabs:
  • Customers – Active customers who have completed onboarding
  • Prospects – Leads from the AI Receptionist who are still in the onboarding process (Enterprise feature)
Customer List - Customers Tab Customer List - Prospects Tab

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Understanding the onboarding flow

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How prospects become customers

  1. Prospect creation – When someone interacts with your AI Receptionist, they are automatically added as a Prospect.
  2. Onboarding journey begins – The prospect starts the 9-step onboarding process.
  3. Conversion at Step 3 – Once a prospect completes Step 3 of the onboarding journey, they are converted from a Prospect into a Customer.
  4. Payment at Step 9 – The customer reaches Summary & Deploy (step 9/9) and pays via Stripe Checkout (subscription, fixed price, or pay-as-you-go). Free Forever and pay-as-you-go portals skip checkout.
  5. Full activation at Step 9 – Once payment has cleared, the customer clicks Deploy on the Summary & Deploy step. The AI Agent/Receptionist is automatically turned on and ready to handle calls.

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The 9 onboarding steps

This 9-step flow is available only when your portal is in SaaS mode.
  1. Business Info
  2. Website Verification
  3. Contact Details
  4. Service Categories
  5. Knowledge Base
  6. Greeting Setup
  7. Information Collection
  8. Communication Settings
  9. Summary & Deploy
Onboarding Steps Progress

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Where to find customer actions

You’ll typically use one of these locations:
  • Customer List →Active Customers → Manage
    • This opens a multi-tab management modal.
  • Customers → Customer Portal Management
    • This is for creating customer login credentials and sending invitation emails.

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What you can manage per customer

The customer management modal is organized into tabs:
  • Customer Info
  • Deal Management
  • Features & Add-ons
  • Billing
  • Phone Numbers
  • Credits
  • Embed URLs – Generate customer-scoped tokens and URLs for widgets, iframes, and embedded experiences
  • Tool Call Quota (only appears if Integration is enabled)
  • Deployment

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Common prerequisites

Some features require setup elsewhere:
  • Customer Portal actions require your Whitelabel portal to be configured.
  • Billing inside the customer modal requires Stripe Connect.
  • API Keys menu visibility requires API Access to be enabled for the customer.
  • Embed URLs are typically configured after customer portal access is enabled and the customer is ready for embedded experiences.