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.
Steps and details
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 account and all customers created under it
Steps and details
- 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 Create Organization, and enter the business name. A default location is created automatically so the account is usable straight away.
Steps and details
To add another branch from your agency account, go to Business -> Customers -> Organizations, open the organization, and click Create Location. A customer doing it themselves finds it at Manage -> Settings -> Locations (or Manage -> Settings -> Organizations if their plan uses multi-organization mode).
- 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
This is a customer-side screen. Because you are in your agency account, you can reach it two ways: go to Business -> Customers -> Manage Customers and click Open dashboard on the customer: you go into their dashboard with nothing locked, even features their plan hides, and a bar at the top shows whose dashboard you are in (handy for done-for-you setups or granting access beyond a plan); or choose View as customer on the same page to see their dashboard exactly as they see it, with their plan's limits. If your sidebar shows the Agency / Customer switcher, the Customer tab plus the location switcher is a shortcut to the same place.
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.
Steps and details
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.
Steps and details · includes a table
| 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, contacts, integrations, and automations, but no location, team, or API settings |
| Admin | Operational leads | Near-full operational control including deletes and editing locations; cannot manage team members, create or delete locations, or use API access |
This is a customer-side screen. Because you are in your agency account, you can reach it two ways: go to Business -> Customers -> Manage Customers and click Open dashboard on the customer: you go into their dashboard with nothing locked, even features their plan hides, and a bar at the top shows whose dashboard you are in (handy for done-for-you setups or granting access beyond a plan); or choose View as customer on the same page to see their dashboard exactly as they see it, with their plan's limits. If your sidebar shows the Agency / Customer switcher, the Customer tab plus the location switcher is a shortcut to the same place.