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HoopAI supports a multi-location architecture that lets you manage multiple independent accounts — called sub-accounts or locations — from a single top-level agency view. Each sub-account has its own contacts, pipelines, settings, phone numbers, and users, fully isolated from other sub-accounts. This structure is used by:
  • Agencies managing CRM and marketing for multiple clients
  • Franchises with separate locations that need independent data
  • Multi-brand businesses that operate different brands under one umbrella
  • Enterprise teams that want separate environments per department or region

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Agency view vs sub-account view

HoopAI has two distinct interface layers: Agency view is the top-level dashboard where you can see all sub-accounts, manage billing, configure white-label settings, and push templates (snapshots) to locations. The URL typically includes /agency/ in the path. Sub-account view is the operational workspace for a single location. This is where contacts, conversations, automations, and campaigns live. The URL shows the specific sub-account’s identifier. Users with the Agency Admin role can switch between both views. Users with the standard User role are scoped to a single sub-account and do not have access to the agency view. To switch from the agency view into a sub-account, click the sub-account name in the locations list. To return to the agency view, click the agency name or the back arrow in the top navigation.

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Creating a new sub-account

1

Open the agency view

Log in and ensure you are in the Agency view. If you land in a sub-account, look for the agency name in the top-left and click it to return to the agency dashboard.
2

Go to Sub-accounts

In the agency sidebar, click Sub-accounts (sometimes labelled Locations or Accounts).
3

Click Create sub-account

Click the + Create Sub-account or New Location button in the top-right corner.
4

Fill in the details

Enter the sub-account details:
  • Business name — the client or location name
  • Address — used in the business profile and compliance registrations
  • Phone number — the primary contact number for the location
  • Email address — the primary contact email
  • Time zone — controls scheduling and automation timing for this location
  • Snapshot (optional) — choose a pre-built template to pre-populate the sub-account with workflows, funnels, and settings. See the Snapshot library guide.
5

Save and open

Click Create. The new sub-account appears in your locations list. Click its name to switch into it and begin configuring.
Apply a snapshot during creation rather than after. Snapshots are most effective when applied to a clean, empty sub-account. Applying a snapshot to an account that already has data may create duplicate records or conflicts.

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Managing existing sub-accounts

From the Sub-accounts list in the agency view, you can:
  • Search and filter — find a specific location by name, status, or plan
  • Switch into a sub-account — click the account name to open it
  • Edit settings — click the three-dot menu to update the location’s name, address, or other profile details
  • Pause or deactivate — temporarily suspend a sub-account without deleting its data, useful for pausing a client who has churned
  • Delete — permanently remove a sub-account and all its data. This action is irreversible.
Deleting a sub-account permanently removes all its contacts, conversations, automations, and settings. There is no recovery option. Deactivate rather than delete unless you are certain the data is no longer needed.

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Assigning users to sub-accounts

Team members can be granted access to one or more sub-accounts. Users are not automatically visible across all locations — you must explicitly add them to each location they should access.
1

Go to the sub-account

Switch into the sub-account by clicking its name in the agency locations list.
2

Open staff settings

Inside the sub-account, go to Settings > My Staff.
3

Add or invite the user

Click Add Employee to invite a new user to this sub-account, or search for an existing team member if they already belong to another sub-account under the same agency.
4

Assign a role

Assign the appropriate role (Admin or User) for this sub-account. A person can be an Admin in one sub-account and a User in another — roles are sub-account-specific.

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Sub-account settings that are independent per location

Each sub-account maintains its own:
  • Contact database and custom fields
  • Pipelines and opportunity stages
  • Phone numbers and call routing
  • Email sending domains and signatures
  • Calendar availability and booking pages
  • Automations and workflows
  • Funnels and websites
  • Reputation management settings
  • Integrations (each location connects its own third-party tools)
  • Reporting data
Changes in one sub-account never affect other sub-accounts.

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Frequently asked questions

The number of sub-accounts depends on your plan. Contact HoopAI support or check your subscription details to see your current limit and how to increase it.
There is no built-in transfer tool. You can export contacts from one sub-account as a CSV and import them into another. Note that conversation history and activity logs do not transfer — only the contact data in the CSV export.
Yes. Agency admins who switch into a sub-account have access to all data within that sub-account. However, the agency view itself does not show aggregated contact lists — you must enter a specific sub-account to see its data.
A sub-account is a separate isolated environment (like a separate CRM instance). A user is an individual person who logs in. Sub-accounts contain data; users access that data. One user can have access to multiple sub-accounts; one sub-account can have multiple users.
Yes, but use caution. Applying a snapshot to a sub-account that already has data can create duplicate workflows, funnels, or custom fields. Review what the snapshot includes before applying it to a live account.
Last modified on March 5, 2026