Brands — run a whitelabel agency from one workspace

If you represent multiple clients (whitelabel agency, holdco
support team, MSP), you need one operator queue, one set of agents,
but cleanly separated conversations, knowledge, and reporting per
brand. Brands let you tag widgets and collections so the right things
filter, group, and export under each client identity — without
spinning up a workspace per brand.

What a brand is

A brand is a small workspace-level entity:

• Name — the human label ("Acme Corp", "Beta Co").
• Slug — URL-safe identifier used in transcript exports and the
• Logo + accent color — for visual identification on the operator
• Description — optional notes for your team.

It's optional. Workspaces that aren't running a multi-brand setup
ignore the whole concept; the inbox doesn't show brand controls when
there are no brands.

Tag widgets to a brand

Each widget has a Brand dropdown in its Routing section. Picking
a brand flows through to:

• Inbox row chip — every conversation from that widget shows the
• Inbox brand filter — operators can scope to one brand at a time.
• Transcript export — the per-brand JSON / text export pulls

Untagged widgets keep working — they just show up in "Untagged" in
the inbox brand filter.

Tag collections to a brand

When you create a Knowledge Collection, you can pick a brand:

• Brand-scoped — only relevant to that client. "Acme refund
• Shared across brands (no brand picked) — useful for things that

Connect collections to agents the same way as before — agents pick
which collections to use. A single agent can handle multiple brands
by being attached to brand-scoped collections for each one.

The inbox

Open Inbox in the left nav. With brands defined, a new Brand
filter row appears (above the status tabs):

• All (default) — every conversation, brand or not.
• Untagged — conversations on widgets that aren't tagged to any
• One row per brand — click to scope.

When you scope to a specific brand, an Export button appears in
the top-right of the brand filter row. Click it to download every
conversation tagged to that brand as JSON.

Transcript exports

Two formats, both via the brand detail or inbox:

GET /api/workspaces/:wid/brands/:bid/transcripts/export?format=json
- Full structured export — every conversation, every message, CSAT
ratings, assignment, timestamps. Filename: <brand-slug>-transcripts-<date>.json.

?format=text
- Human-readable plain-text concatenation. Useful for skimming or
feeding into a QA review.

Optional query params:
- from=YYYY-MM-DD and to=YYYY-MM-DD — date range.
- status=ended (or active / handed_off) — narrow to one status.

Capped at 1,000 conversations per export — chunk longer archives via
the date range.

A clean pattern

For an agency running 5 brands:

1. Create 5 brands under Brands in the left nav.
2. For each brand, create one widget tagged to it (chat or
3. Create one Brand-scoped collection per brand for FAQs, refund
4. Create one shared collection per skill (Brand voice, support
5. One agent per brand: attach the brand's collections + the shared
6. Operators sit in Inbox and either work the All view or scope

When clients ask for a transcript audit ("show me everything that
went through Acme last quarter"), open Brands, click the brand,
and hit Export.

Things to know

• Deleting a brand doesn't delete widgets or collections. They
• Brands are workspace-scoped. If you need cross-workspace brand
• The brand chip is purely visual — the brand identity doesn't