KB Draft: Users, Access Levels, Billing, and Plan Terms in Yada

Draft status: KB draft created from the Refuge Bay onboarding questions. Review with Product/CS before publishing.

How Yada handles admin and agent users, subscription billing, listing-based plan quantities, and contract-specific terms.

User Access

Yada supports admin users and agent users. Admin users can create agents and manage broader workspace settings. Agents are linked to the admin workspace and can be configured with working hours and task assignment preferences.

Some pages are admin-only. Agent access is more limited; for integrations, agents can access OpenPhone, Email/SendGrid, SMS, and Webhooks while other integrations remain admin-restricted.

Subscription Shape

The current Stripe billing model supports Core and Pro plans with monthly or yearly intervals. Subscription creation bills the base plan by active, non-archived listing count and also includes metered SMS and email items.

A workspace needs a default payment method before a Stripe subscription can be created. Active and trialing subscriptions are treated as entitled states.

Listing Count and Price Protection

If a customer agreement says pricing will not increase unless the customer surpasses 10 listings, that term should be written into the customer agreement. The app can track active listing count, but the contractual protection belongs in the signed order form or agreement.

Loyalty and Feature Access

Loyalty access is controlled by a workspace entitlement flag in addition to the broader plan model. If Loyalty is included in a negotiated package, it should be stated in the agreement and confirmed in the workspace configuration.

Items to Clarify in the Agreement

• Whether messaging usage, carrier fees, email/SMS overages, number registration, and WhatsApp templates are included or metered separately.

• Which onboarding services are included in the first three months.

• Which modules are included: Campaigns, Journeys, Signals, Inbox, Loyalty, Offers, Integrations, and guest portal.

• Support channel expectations and whether phone support is included.

• Renewal term, cancellation window, and what happens after the initial three-month period.