# 3. Create a Channels and Brands

Published 2025-04-29

> The Channel and Brand features in erxes help teams manage customer conversations more efficiently. Channels let you route inquiries to the right teams, while Brands allow you to organize customer data under different bra

The **Channel** and **Brand** features in erxes help teams manage customer conversations more efficiently. Channels let you route inquiries to the right teams, while Brands allow you to organize customer data under different brand identities.

#### **Step 1: Create a Channel**

Channels help categorize customer messages by **team**, ensuring only the relevant team members can view and respond.

1.  Go to the **Settings** menu.
2.  Click on **Channels**.
3.  Click the **Add New Channel** button.
4.  In the **Name** field, enter the team name (e.g., "Customer Relations Team").
5.  In the **Members** section, add the employees who belong to this team.
6.  Click **Save** to create the channel.

> ✅ Channels improve service quality by assigning the right inquiries to the right team members.

#### **Step 2: Create a Brand**

Brands help segment customer communications and records under different brand identities within the same organization.

1.  Go to the **Settings** menu.
2.  Click on **Brands**.
3.  Click the **Add New Brand** button.
4.  In the **Name** field, enter the brand name (e.g., "CocaCola").
5.  Click **Save** to register the brand.

> 💡 Use this feature if your organization manages multiple brands and needs to separate customer records and communication channels accordingly.

**Illustrated instructions**

**Create a Channel:**  
Categorize and distribute customer messages by team, making them visible only to relevant members.

1.  Go to the **Settings menu.**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io/RXkZYanFUkV9DaqiV3OeJerxesund.png)
2.  Click on **Channels .**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2F9wNGNlaaEWnvUZwBJhnQ0cahjnel.png)
3.  **Click the Add New Channel** button and enter a team name (for example: “Customer Relations Team”).  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2F5qvnWDHJTFsUguoeqwtWYaddnewchannelsum.png)
4.  **In the Members** section, select and add employees belonging to the team.
5.  Click **Save .**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FT247Ebv8vCalznDsQ4R2jsavechannelsum.png)  
      
     

**Brand creation:**  
If an organization has more than one brand, it will be used to record customer relationships separately for each brand.

1.  Go to the **Settings menu.**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FK35MHzsqlhrPTlSFIUJOTsetainsa.png)
2.  Click on **Brands .**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FdjQpacYrm3WQFFLp0Pe73brandsaaa.png)
3.  **Click the Add New Brand** button and enter a brand name (e.g., “CocaCola”) or a well-known brand name.  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2F5OUUQKUkvhgeAQjHAM1xHaddnewbrandsum.png)
4.  Click the **Save button to save.**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FBtkxHGLrG7y7O3qfn1mMjsavebrandsum.png)