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 account 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 `Create Organization`, and enter the business name. A default location is created automatically so the account is usable straight away.
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.
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, contacts, integrations, and automations — 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.