Branches

Manage multiple business locations with independent staff, services, schedules, and notifications

Branches#

Branches let you manage multiple business locations from a single agent. Each branch has its own staff, services, business hours, and notification channels, while sharing the same AI knowledge base and configuration.

What Are Branches?#

If your business operates from more than one location, branches keep everything organized:

• One agent, many locations -- A single AI agent handles inquiries for all your branches
• Location-specific information -- Each branch has its own address, contact details, and services
• Independent schedules -- Different business hours for each location
• Staff assignment -- Team members are assigned to specific branches
• Separate notifications -- Each branch can have its own notification channels

This is ideal for restaurant chains, clinic networks, retail stores, salons with multiple locations, and any multi-location business.

Setting Up a Branch#

Adding a New Branch#

1. Go to your agent dashboard
2. Navigate to Settings > Branches
3. Click Add Branch
4. Fill in the branch details:
   • Name -- A clear name for the location (e.g., "Makati Branch", "Cebu Main")
   • Address -- Full street address
   • Contact info -- Phone number, email, or other contact details
5. Click Save

Editing a Branch#

1. Go to Settings > Branches
2. Click on the branch you want to edit
3. Update the details
4. Click Save

Removing a Branch#

1. Go to Settings > Branches
2. Click on the branch
3. Click Delete and confirm

Staff and services associated with the branch will need to be reassigned.

Staff Assignment#

Assign team members to specific branches so the AI knows who works where.

Assigning Staff#

1. Go to your branch settings
2. Under Staff, click Add Staff Member
3. Select team members from your project
4. Set their role and availability for this branch

Why Staff Assignment Matters#

• When customers ask "Who is available at your Makati branch?", the AI responds accurately
• Calendar bookings route to the correct staff at the correct location
• Notifications go to the right team members based on their branch

Services per Branch#

Configure which services are offered at each location.

Setting Up Services#

1. Go to your branch settings
2. Under Services, add or select the services available at this location
3. Set pricing, duration, and availability per service

Location-Specific Services#

Not every branch needs to offer the same services. For example:

• A dental clinic might offer orthodontics only at the main branch
• A salon might offer hair coloring at one location but not another
• A restaurant might have a different menu at each location

The AI automatically considers branch-specific services when answering customer questions and booking appointments.

Independent Schedules#

Each branch maintains its own business hours.

Setting Business Hours#

1. Go to your branch settings
2. Under Schedule, set the opening and closing times for each day of the week
3. Mark days as closed if the branch does not operate on certain days
4. Add holiday schedules or special hours as needed

How Schedules Affect Conversations#

• The AI tells customers the correct hours for the branch they are asking about
• Booking requests are validated against the specific branch's schedule
• After-hours messages can trigger automated responses with the next available time

Calendar Integration#

Each branch can have separate calendar handling for appointments and bookings.

How It Works#

• When a customer books an appointment, the invite is created for the specific branch
• Staff at that branch receive the calendar notification
• The AI checks availability against the branch's schedule and assigned staff
• Customers see only available slots for their chosen location

Notification Channels#

Configure notification channels independently for each branch.

Setting Up Notifications#

1. Go to your branch settings
2. Under Notifications, configure channels:
   • Email notifications for branch staff
   • Telegram group for the branch team
   • Other messaging channels as needed
3. Set which types of notifications each channel receives

Notification Types#

• New conversation alerts
• Escalation notifications
• Booking confirmations
• Follow-up reminders

Each branch's team only receives notifications relevant to their location.

Analytics by Branch#

Filter your analytics to see performance for individual branches.

Using Branch Filters#

1. Go to Analytics
2. Use the Branch filter dropdown
3. Select a specific branch or view all branches together

Branch filtering is available across all analytics pages: Overview, Topics, Sentiment, and Intents. This helps you compare performance between locations and identify branch-specific issues.

For more details on analytics, see Analytics.

How the AI Handles Branches#

When a customer asks a location-specific question, the AI considers:

1. Context -- If the customer has previously mentioned a branch, the AI remembers it
2. Relevance -- The AI provides information specific to the branch being discussed
3. Routing -- Booking requests are routed to the correct branch
4. Fallback -- If no branch is specified, the AI may ask which location the customer prefers

Example conversation:

Customer: What time does your Makati branch open?
Agent: Our Makati branch is open Monday to Saturday, 9am to 6pm.

Customer: Can I book a haircut there this Saturday?
Agent: Sure! Let me check availability at our Makati branch for this Saturday...

Use Cases#

Best Practices#

1. Use clear branch names -- Include the area or city for easy identification (e.g., "BGC Branch", "Cebu IT Park")
2. Keep schedules updated -- Update business hours promptly for holidays or special events
3. Assign staff accurately -- Ensure staff assignments match who actually works at each location
4. Review branch analytics -- Compare performance between locations to identify best practices
5. Test branch-specific questions -- Ask your agent location-specific questions to verify correct responses

Related Pages#

• Contacts & CRM -- Manage contacts across all branches
• Analytics -- Filter performance data by branch
• AI Assistant -- Monitor conversations across all locations
• Training Your Agent -- Add location-specific knowledge