Understanding Domain User Seats
When you manage Domain Users, you purchase seats in advance and assign them to users. Understanding how seats work — and how they stack — is the key to managing your billing efficiently.
The three seat types
There are three seat types, each corresponding to a plan tier. They build on each other:
Domain User Seat
Every managed user requires one Domain User Seat. This is the base seat — it gives you full administrative control over that user: you can configure their connections, set their registration mode, manage their provisioning, and control feature access.
A Domain User on a bare seat gets everything that works on the free Personal plan — proxy access, transcoding, push notifications — but their data (call history, recordings, messages) stays on-device only.
Business Seat
A Business Seat is an optional upgrade for an individual Domain User. The user still occupies their Domain User Seat — they now also consume a Business Seat.
What this unlocks for that user: call history, recordings, and messages sync to the cloud and are retained for six months. They no longer lose their data when they change devices.
Business Pro Seat
A Business Pro Seat is the same concept — an optional per-user upgrade. Domain User Seat plus Business Pro Seat.
What this unlocks: data retention for up to five years, AI call transcription, and AI call assistants.
How seat allocation works
Seats are pre-ordered. Before you can assign an upgrade to a user, you must have that seat type available in your account. You set the number of each seat type on your Billing page — the total is calculated from those numbers.
A simple example: you have 20 staff. Most just need a managed softphone — so you order 20 Domain User Seats. Three of those staff are in roles where call history matters, so you also order 3 Business Seats. Your billing reflects 20 Domain User Seats plus 3 Business Seats.
You can adjust seat counts at any time. For current seat pricing, see the Pricing page.
Upgrading an individual user
Upgrades are per user — you don’t upgrade everyone at once. If a Domain User tells you their call history isn’t syncing across devices, you can upgrade just that user to Business, leaving everyone else on their Domain User Seat.
To upgrade a user, make sure you have an available Business (or Business Pro) seat in your account, then assign it to that user from the Domain Users section of your Admin Control Panel.
Sub-domains and the waterfall model
The seat model is recursive — but it’s important to understand who pays at each level.
As a Domain User, you do not pay for yourself — your seat is covered by the domain owner above you. But that’s separate from whether you can manage users of your own.
If you are on a Business or Business Pro seat and have been granted permission to manage a sub-domain, you can activate billing on your own account and start adding your own users. You pay for the users beneath you — not for yourself. Think of it as a cost centre: each level of the hierarchy is responsible for the costs of the level below it, independently of how that level itself is funded.
Your sub-domain works exactly the same way as any other: you purchase Domain User Seats, optionally upgrade individual users to Business or Business Pro, and have full admin visibility into your users.
This can extend to any depth. A reseller provisions sub-resellers; sub-resellers provision their own end-user domains. Each level runs its own cost centre — its own billing, its own identity verification, its own seat allocation.
The prerequisites to operate as a domain owner at any level are the same:
- A Business or Business Pro seat (provided by your own administrator, or your own subscription if you are the top-level owner)
- Billing activated on your account
- Identity verification completed