A brand is a sub-entity of your workspace representing one customer-facing identity — a product, a market, or a geography. Brands are how one Pleased workspace serves several audiences without mixing them up.
Almost everything else in Pleased hangs off a brand: channels, knowledge base content, chatbot configuration, templates, views, automations and reporting filters.
Before you begin
Brands can only be created by admins, or by users holding a custom role with the Brand Edit permission.
Decide two things first:
- The brand name your team will recognise.
- A unique brand ID — used internally to identify the brand. Choose carefully; it is not something to churn.
Create a brand
- Go to Settings.
- Select Brands, then Add a new Brand.
- In the dialog, enter the Brand Name and the Brand ID.
- Select Create.
- The brand is created immediately and becomes selectable everywhere brands are used.
What to configure next
A new brand starts empty. To make it useful:
Core details — Set the default language, timezone and logo. See Your workspace settings.
Channels — Connect the channels the brand will use. See Setting up inbound emails.
Languages — Enable the languages the brand supports. See Language configuration.
Knowledge base — Give the brand its own help content. See Creating a category.
Chatbot — Configure the brand's chatbot. See Setting up the chatbot.
Views — Create views for the brand's queue. See Setting up views.
How brands affect day-to-day work
- Tickets belong to the brand of the channel they arrived through.
- Knowledge base content is authored per brand, so each audience sees its own help centre.
- Templates, automations, triggers and views can be scoped to a brand.
- Analytics can be filtered by brand, so you can compare markets side by side.
- If a setting appears not to be taking effect, the first thing to check is whether you configured it on the brand you are actually testing.
Sharing configuration between brands
Some things can be shared rather than duplicated. A verified outbound email domain, for example, only needs DNS verification once and can then be added to other brands without repeating it — see Setting up outbound emails.