Agency Client Ownership

Agency relationship principle

247ChatMate is designed to support agencies, freelancers, web designers and marketing providers without undermining their client relationships. Where a client is clearly agency-managed, we treat that client as the agency’s client.

Our aim is to support the agency relationship, keep communication clear and avoid unnecessary confusion between the agency, the client and 247ChatMate.

Agency-managed clients

An agency-managed client is a client where an agency, freelancer, web designer or marketing provider installs, configures, manages, pays for, supports or introduces 247ChatMate on the client’s behalf.

This may include clients added through an agency setup, agency account, agency request, agency bundle, approved client rollout or other written arrangement with 247ChatMate.

Client relationship ownership

For agency-managed clients, the agency normally owns the commercial client relationship. 247ChatMate does not intend to use agency-managed client details to bypass, poach or undermine the agency relationship.

The agency remains responsible for its own client contracts, pricing, service scope, billing arrangements, communication promises and any additional services it provides around 247ChatMate.

Communication route

Where practical, 247ChatMate will aim to communicate through or with the agency for agency-managed clients. This helps maintain a clear support route and avoids conflicting instructions.

Agencies should keep their contact details, client details and support responsibilities accurate so that product notices, setup issues and support matters can be handled efficiently.

When direct client contact may happen

Direct contact with a client may happen where there is a legitimate reason. This may include:

• The client contacts 247ChatMate directly.
• There is a support, security, legal, billing, privacy or compliance reason.
• The agency relationship has ended or the agency no longer supports the client.
• The agency payment, licence, access or setup arrangement has lapsed.
• The client independently chooses to become a direct customer.
• Service continuity is needed to avoid unnecessary disruption for the client.
• The law, safety, misuse prevention or platform integrity requires direct communication.

No client poaching intention

247ChatMate does not intend to use agency-managed client information to poach clients from agencies. Where direct communication is needed, the preferred approach is controlled, transparent and limited to the relevant support, continuity, legal, billing or compliance issue.

If a client independently approaches 247ChatMate or the agency relationship has ended, we may discuss direct continuation options with that client where appropriate.

Agency responsibilities

Agencies are responsible for their own client authority, client consent, website access, setup accuracy, billing agreements, client communication, data protection obligations and handover materials.

• Confirm that the agency has permission to install and manage 247ChatMate for the client.
• Ensure client website access and administrator permissions are handled securely.
• Keep lead routing details, email addresses and business contact details accurate.
• Explain to the client what 247ChatMate does and how enquiries are handled.
• Maintain appropriate records for client approval, billing and service scope.

Licence and setup responsibility

Agencies may only use 247ChatMate for client sites covered by an approved licence, subscription, setup, agency arrangement or written agreement. Client sites must not be added, copied, resold or transferred outside the approved arrangement.

If an agency manages multiple clients, the agency is responsible for ensuring each client site is correctly covered by the relevant plan or agreement.

White-labelling and resale

247ChatMate must not be white-labelled, rebranded, repackaged, resold, sublicensed or presented as a separate agency-owned software product unless this is expressly agreed in writing.

Agencies may provide their own setup, support, marketing, website or consultancy services around 247ChatMate, provided they do not misrepresent ownership of the software or breach the applicable licence terms.

Payment failure or end of agency service

If an agency payment fails, an agency licence lapses, or agency service for a client ends, we may use a reasonable warning or grace approach where practical.

After a reasonable period, affected clients may be offered a continuation route where needed to avoid abrupt service loss, unresolved support issues or unnecessary disruption.

Client handover and relationship changes

If an agency-client relationship changes, the agency should handle any required handover clearly and professionally. This may include confirming who controls the website, who receives leads, who pays for continued service and who is responsible for future support.

247ChatMate may require confirmation before changing licence ownership, lead routing, billing responsibility or support contact details.

Questions about agency ownership

If you have questions about agency-managed clients, client ownership, licence responsibility, handover, continuation or agency support boundaries, please visit our Contact & Support page.