Brands
A brand defines your company’s identity as seen by customers. Each brand has its own name, colours, and set of supported languages: the languages it serves its customers in. If you operate under different trade names or divisions, you can create multiple brands to keep each identity distinct.
How the assistant sounds is configured separately, under Settings, then Assistant. That page owns the assistant’s name, photo, personality, email signature, chat appearance, and spoken greeting, so each of those settings has exactly one place to change it.
The brands page
Section titled “The brands page”Go to Settings, then Brands to see all your brands. Each row shows the brand name and whether it is active.
Owners and admins create, edit, and delete brands. Agents and observers see the brands assigned to them and the brands of their workspaces.
Creating a new brand
Section titled “Creating a new brand”Click the + New brand button in the top-right corner. Fill in the brand settings described below and save.
Brand settings
Section titled “Brand settings”| Setting | Description |
|---|---|
| Brand name | Your company name as it appears to customers. This is the primary identifier for the brand. |
| Slug | A short identifier used in links and references. It is fixed once the brand is created; the first brand of a new account starts with the placeholder new-account and takes a slug from its name when you first rename it. |
| Brand active | Turn off to disable a brand temporarily without deleting it. |
| Primary colour and Secondary colour | Used in CSAT, verification, and notification emails sent under this brand. |
| Logo | Appears at the top of CSAT, verification, and notification emails. It does not appear on ordinary replies. |
| Primary language and Supported languages | The languages this brand serves its customers in. Each workspace operates in one of them, and each voice channel uses one of them. A language stays in the list while a workspace operates in it or a voice channel uses it. |
| Brand instructions | Standing business guidance the assistant follows for this brand, such as what you do and do not offer. This is separate from the assistant’s personality, which lives under Settings, then Assistant. |
Managing multiple brands
Section titled “Managing multiple brands”Multiple brands are useful when your organisation operates under different trade names, product lines, or regional identities. Each workspace is linked to a brand, and each channel inherits its brand through the workspace it belongs to.
Editing a brand
Section titled “Editing a brand”Click on any brand in the list to open its settings. Make your changes and save.
Deleting a brand
Section titled “Deleting a brand”A brand is deleted once it has no workspaces. Delete the brand’s workspaces under Settings, then Workspaces, then open the brand and click Delete brand. If workspaces remain, the brand page names the step that is left.
Brands and API keys
Section titled “Brands and API keys”Brands can also be created and updated with an API key that has the Brands scopes, for example by an AI tool that sets up your account. See API Access for creating a key.