Multiple Brands

If you support more than one brand from the same team, brands keep them apart: each can have its own ticket numbering, support portal, web forms, and inbound email address, and each user can be limited to the brands they work. This guide covers setting brands up and what is — and is not — separated by brand today.

Step 1: Create Your Brands

1. Open Admin > Advanced > Brands (needs the brands:view permission). The list shows each brand’s Name (the default carries a Default chip), Slug, Ticket prefix, and Status.
2. Click Add brand and fill in:
   • Name — required.
   • Slug — required; lower-case letters, digits, and hyphens. Used in public URLs.
   • Ticket prefix — optional, 2–10 upper-case letters or digits. Tickets for this brand are numbered with it, in their own numbering sequence. Leave it blank to use the team’s prefix. Two brands cannot share a prefix.
   • Support email, Primary colour, and Status (Active or Inactive).
3. Save. Use Make default on a row to change which brand is the default. A brand that other records still use cannot be deleted; make it Inactive instead.

Step 2: Put Each Entry Point Under a Brand

Once you have more than one brand, a Brand field appears in these places (left empty, it means the default brand):

• Support portals — Admin > Channels > Support Portals, in the portal dialog.
• Web forms — in the web form editor (see Web Forms).
• Inbound email addresses — on the inbound address step of email forwarding setup (see Email Channel).
• Chat widgets — in the widget editor, under Conversation Routing > Brand. Every new conversation started from the widget belongs to its brand.
• Knowledge bases — in the knowledge base create wizard and the Edit dialog. A knowledge base with a brand shows a Brand: … chip in the list.

With only one brand the field is hidden and everything belongs to the default brand.

Which knowledge an AI bot answers from

An AI bot answers a conversation only from the knowledge bases of that conversation’s brand, so a visitor on one brand’s site is never answered from another brand’s articles. A knowledge base left without a brand belongs to the default brand: it is used for default-brand conversations only, not shared with every brand. Give each brand its own knowledge bases. The agent’s Test dialog in the admin answers as the default brand.

Step 3: Choose Which Brands Each User Works

1. Open Admin > People & Teams > Users and edit the user.
2. In the brands field, select the brands they work. Selecting none means every brand.
3. Save.

What Happens with Real Tickets

1. A customer submits the web form you assigned to brand Acme, emails Acme’s inbound address, or opens the chat widget on Acme’s site.
2. The ticket belongs to Acme and is numbered with Acme’s prefix, from Acme’s own sequence.
3. It is routed to your teams in the usual way (see Routing Strategies & Queues).
4. If an AI bot answers the chat first, it answers only from Acme’s knowledge bases.

What Brands Do Not Separate Today

• Reports. Reports and dashboards cannot be split by brand.
• Automation rules. The rule builder has no brand condition.

Related Documentation

• Web Forms and Email Channel — the entry points you assign to brands.
• Knowledge Base — the content each brand’s AI bot answers from.
• Team Management — team ticket prefixes.