The Zoho PageSense Agency Module uses clear labels and account statuses to help agencies manage multiple clients and their website optimization activities. Understanding what each status or action means is essential for effective client administration, timely intervention, and avoiding data loss.

A. Client Status

1. Client is Active

• A client is marked "Active" when it has visitor quota (licenses) remaining and has not exhausted its allocation.

• Implication: All assigned experiments and website/mobile/fullstack tracking for this client are running as expected. You can continue to allocate, adjust quotas, add/remove users, and launch new experiments.

• Action Needed: No immediate action is required as long as usage stays within the assigned threshold.

2. Client Marked Paused  

• "Paused" indicates the client has fully consumed its allotted visitor quota (100% used), and all their running experiments have been paused due to quota exhaustion

• Implication: All ongoing experiments in the client’s PageSense portal are automatically suspended. The client cannot record new visitor data or run new experiments.

• How to Resolve: Agency must reallocate additional visitor quota from the agency’s license pool OR purchase/upgrade licenses in case their overall licenses purchased has been exhausted. Once more quota is assigned, the client status returns to Active and experiments can be relaunched.

3. Client Marked Inactive  

• A client is manually set as "Inactive" when they no longer require agency services or at their own request.

• Implication:

• All their ongoing experiments will be paused immediately.

• Any unused visitor licenses from the client will be returned to the agency’s overall subscription pool.

• The client account will remain in an inactive state for three months (grace period).

• Data Retention & Recovery:

• Client data (settings, past experiments, reports) are retained for three months.

• If the client chooses to resume services within this window, the agency can reactivate the account and reassign quota.

• Permanent Deletion:

• If not reactivated within three months, all client data is permanently deleted and cannot be restored.

4. Client is Deleted  

• Agency manually deletes a client account, or the account is automatically deleted after prolonged inactivity (three months after marking client Inactive).

• Implication:

• The client, all experiments, user access, and related data are immediately and permanently removed.

• This action is irreversible—use with caution.

• Visitor quota previously assigned is reclaimed by the agency and can be distributed to other clients.

B. Key Terminologies  

1. Total Visitor

• The total number of visitor licenses bought by the agency under its subscription plan.

• This is the master pool of licenses available to the agency.

• It can be split between the agency’s own usage and its clients.

Note: The overall usage and exhaustion of this pool is monitored at the agency level. When it reaches 70%, 80%, 90%, 100%, email notifications/in-product alerts are triggered.

2. Reserve Quota for Agency  

• The portion of the total purchased licenses that the agency sets aside for its own websites or internal CRO experiments (including mobile and fullstack), separate from the allocations for client accounts.

• Agencies can decide how much quota to keep reserved for themselves.

• This ensures they can run their own experiments in PageSense alongside client projects.

• If the reserved quota is exhausted, only the agency’s own experiments pause – client allocations remain unaffected unless their quota is also consumed.

3. Renew  

• The process of extending or continuing the agency’s subscription beyond the current or next billing cycle.

• Licenses are purchased on an annual subscription (Optimize Plan).

• Agencies are reminded of renewal dates in their dashboard, with email and in-app alerts before the subscription expires.

4. Upgrade  

• The option to purchase or reallocate additional visitor licenses when usage approaches the purchased/allotted limit.

• Agencies can self-upgrade at any time up to 1 million visitors directly from the dashboard. For upgrade above 1 million visitor license, please reach out to support@zohopagesense.com for custom pricing.

Note: Upgrade alerts are triggered at 70%, 80%, 90%, and 100% of agency or client-level license consumption.

5. [Client] Quota

• The number of visitors allocated from the agency’s total license pool to a specific client account.

• Each client receives a dedicated allocation of visitors.

• Agencies can adjust quotas (increase/decrease) at any time from the Manage Clients tab. In Manage Clients, find the client you want to reallocate visitors for and click the Ellipses option ︙ > Edit > Click ︙ option  in the Quota Usage Section > Reallocate Visitors

• If a client consumes 100% of their allocation:

• That client’s experiments pause.

• The client status changes to Paused.

• The agency must allocate more quotas or upgrade their subscription for the client to continue.

 6. Buffer Period (Grace Period)  

• For "Inactive" clients: A 3-month retention window during which data is preserved and the client can be reactivated without data loss.

• For agency license renewal: A 15-day period at the start of the new subscription year for agencies to make payment and retain account status.

• Implication:

• Data and experiment integrity are safeguarded during buffer periods.

• No new activities run until reactivation (for clients) or renewal (for agency).

7. Reactivating a Client   Account

• The process of restoring an Inactive client account (which was Marked as Inactive by the agency) back to Active, indicating the client wishes to return.

• Agency has a  3-month retention window during which data is preserved and the client can be reactivated without data loss.

• Once reactivated, all settings and experiments are restored and can resume as before (within retention limits).

 8. Other Options  

• Upgrade License: Quick option in dashboard to increase total visitor license purchased by Agency. This option also becomes available for individual clients when they're about to hit their quota limit.

• Notifications/Alerts: Bell icon alerts for quota nearing limits, expiring accounts, or action-required events.