| Term | Definition |
|---|---|
| Agency | The Vapify customer account, you. Holds branding, provider connection, and all sub accounts. |
| Sub account | One client’s dedicated space: their users, assigned assistants, phone numbers, call logs, and billing. |
| User | A person with login access to a specific sub account — your client’s own staff. Every user belongs to one sub account and holds a role (Administrator or Member) scoped to it. Not to be confused with the agency owner (that’s you). |
| Primary user | A sub account’s main administrator, created during onboarding. |
| Provider | The voice AI backend, Vapi or Retell. Assistants are created and edited in the provider’s own dashboard, not in Vapify. |
| Assistant / voice assistant | A voice AI agent created in Vapi or Retell, then assigned to a sub account in Vapify. |
| Markup | The per-minute amount you add above provider cost. Example: provider cost $0.15/min, client rate $0.20/min, markup $0.05/min. |
| Go Live Date / Billing Start Date | The date billing activates for a sub account. Can be set only once and cannot be changed afterward. |
| Balance | Funds a client loads into their own account via Stripe (self-service). Used to pay for assistant minutes. |
| Credits | Promotional or bonus funds the agency manually adds to a sub account. Always consumed before Balance. |
| Per-minute billing | Billing model that charges a client per minute of call time. |
| Monthly subscription / retainer | A fixed recurring fee, optionally combined with per-minute billing. Requires a paid plan. |
| Monthly package | A fixed monthly price that includes a set number of minutes, with an overage rate once those minutes are used. |
| Onboarding fee | A one-time fee a new sub account user must pay before accessing the platform. |
| Manual Payment Mode | A sub account setting that disables Vapify’s automatic Stripe billing so the agency can bill clients outside the platform. |
| Custom subdomain | A branded URL (e.g., voice.youragency.com) that replaces app.vapify.agency for a given agency. Requires a paid plan and a CNAME DNS record. |
| CNAME record | A DNS record that points a subdomain to Vapify’s servers, required for custom subdomain setup. |
| Archiving | Permanently deactivating a sub account. Irreversible; billing stops and data is frozen but preserved. |
Start Here
Glossary
Definitions for every Vapify-specific term used across the documentation.