Customer Channel vs. Team Channel

The Customer channel is the conversation between your company and the agent who placed the booking. Everyone who can write to it on the company side — Owners, Admins, and the Project Manager assigned to that job — is essentially speaking on behalf of the company. On the customer side, the booking agent is the only participant. The channel's purpose is operational: confirming shoot times, sharing access instructions, sending delivery announcements, answering post-delivery questions, and logging any scope changes. It is the single thread of record between provider and customer for this job.

The Team channel is completely hidden from agents. Only provider-side roles can see it: Owners, Admins, Project Managers (on their assigned jobs), Technicians (on jobs they are assigned to), and Editors (on jobs they are assigned to). Technicians and Editors see the Team channel but never the Customer channel, which means they get what they need for on-site coordination — shoot notes, address details, equipment reminders — without exposure to customer communications or pricing conversations.

A common question is whether Project Managers can write to the Customer channel on every job or only on theirs. The answer is only on jobs they are assigned to manage. An Owner or Admin can write to any customer's thread on any job in the organisation. This scoping prevents a PM from accidentally stepping into a customer relationship they are not responsible for. If you need to involve a PM in a customer conversation, assign them to the project first.

On the iOS app, the channel split is handled differently at the surface level. Agents opening an order in the iOS app see a 'Messages' section on the Appointment tab with the last three Customer-channel messages as a preview. Tapping 'Message' or any preview row opens the full-screen ChatView sheet. Company-role users (Owner, Admin, PM) who open the same order on iOS get both tabs — Team and Customer — inside the ChatView, rendered as a segmented switcher at the top. Technicians and Editors on iOS only see the Customer tab removed; they only have Team.

Personal-org providers — a solo photographer or videographer operating without a company workspace — only see the Customer channel. For them there is no team, so the Team tab is hidden entirely. The system detects a personal org by checking the organisation type and collapses the interface to just the customer-facing thread.