Branches and Locations
Give one agent separate locations, hours, staff, and services
Branches and Locations#
Use locations when one agent should answer for more than one place. Each location can have its own address, hours, staff, services, and calendar. Sources and guidance stay on the agent.
Open Settings → Calendar. With one place, the page keeps a single setup and shows Need multiple locations? Choose Add Location. After another location exists, the page switches to Your Locations. The wording may follow Customize Labels on the calendar page, so a clinic might say "clinics" instead of "locations."
Set up a location#
| Step | Where | Ready when |
|---|---|---|
| Add the place | Add Location | Name is saved. Add address, city, phone, and email if customers ask for them |
| Set hours | Business Hours on the location | Days and times match that place. Blank hours use the agent default |
| Add exceptions | Schedule Exceptions | Closures and special hours block the bookings they should block |
| Choose services | Services on the location | The location offers the right services from the shared service list |
| Add staff | Staff on the location | The people who take bookings there are active |
| Connect a calendar | Calendar section on the location | The invite is accepted, or you are intentionally booking without that calendar |
| Test | Playground | A question about that place returns its hours, services, and staff |
The location form also has an optional code, description, time zone, booking capacity, and an Active switch. Inactive locations are hidden from customers.
Add exception can close a date or change hours for the business, one location, or one staff member. An exception is what blocks the booking. A note in a document does not.
Staff and services#
Expand a location to add staff. A staff record has a name, role, phone, email, optional hours, the services that person performs, and an optional calendar invite. Staff assigned to a location are removed if you delete that location.
Services are created in the main services list. On a location, choose which of those services it offers. Leaving none selected does not invent a second price list. It means the location is not restricted to a subset. Set price and duration on the service.
Calendars#
On an existing location, add an email and send the calendar invite. Bookings sync after that person connects Google Calendar. You can also copy a visibility-only event to the main calendar. Availability still uses the location calendar. A manual calendar ID is an advanced fallback on the same form.
A calendar invite is not a customer-channel launch, and it is not a team alert. Staff notifications live in Settings → Team Channels.
How answers should behave#
When a customer names a place, the agent should use that location's hours, services, and staff. When they do not name one, it should ask which place they mean instead of mixing details. Booking requests should be checked against that location's schedule and capacity.
Try both cases in Playground before you enable live replies:
What time does the Makati location open on Saturday?
Can I book a haircut there?
Compare locations#
Analytics pages include a branch filter when locations exist. Use it on Performance, Demand, Outcomes, Experience, and Operations. See Analytics.
People can also be filtered by branch in CRM. The branch filter does not turn a conversation into a contact.