Think of an organization as the business itself and a location as one branch inside that business. If Joe's Pizza has three stores, Joe's Pizza is the organization and each store sits beneath it as a location.
Every customer starts with one organization and one default location. From there you can add more locations, invite team members, and decide whether the account should stay multi-location or move into multi-organization mode.
What belongs where
Locations hold the day-to-day operating data. That includes connected review sources, campaigns, widgets, feedback forms, analytics, and any location-specific performance.
The organization holds the shared layer above that. This is usually where logos, team member access, and shared provider settings live.
- One customer can have one organization with many locations
- Each location can have its own review sources, campaigns, widgets, forms, and analytics
- Team members can be invited at the organization level and then scoped to all locations or specific ones
Who owns what
- Your agency owns the main tenant and all customers created under it
- Each customer owns their own organization data inside their account
- Team members are invited into the organization and can be limited to only the locations they need
If a customer has multiple branches of the same business, keep them under one organization unless they are truly separate businesses or brands.
Adding organizations and locations
To add an organization, go to `Business -> Customers -> Organizations`, click `Add Organization`, and enter the business name. A default location is created automatically so the account is usable straight away.
To add another branch, open the customer account, go to `Manage -> Settings -> Team`, review the existing locations, and click `Add Location`.
- Location limits are controlled by the customer's plan
- If the location limit has been reached, the customer will see an upgrade prompt
- Most service businesses should stay on multi-location mode by default
Multi-location vs multi-organization
Inside the plan editor you can choose the platform mode. Multi-location is the default and works for most customers because it keeps all branches under one shared business account.
Multi-organization is better when the customer manages separate brands, franchise groups, or businesses that should not share the same structure.
- Use multi-location for one brand with several branches
- Use multi-organization for separate businesses or distinct brands
- If you are unsure, start with multi-location because it is simpler and covers most use cases
Team members and access
Team access is handled from `Manage -> Settings -> Team`. When you invite a member you choose their role and decide whether they can see every location or only selected ones.
| Role | Best for | Access |
|---|---|---|
| Viewer | Owners and stakeholders | Can view reviews and analytics |
| Responder | Front-line support staff | Can reply to reviews and use AI suggestions |
| Manager | Default for most operators | Can manage campaigns, widgets, forms, and core settings |
| Admin | Operational leads | Near-full control including team and location management |