Discord Team Communication Guide
Discord Team Communication Guide — Crowned Credit
Discord is Crowned Credit's internal team communication platform. It's where the team collaborates in real time — sharing updates, flagging issues, celebrating wins, and staying aligned. This guide explains the server structure, channel purposes, communication rules, and when to use Discord vs. other tools.
1. Getting Access
- Download Discord at discord.com or install the desktop/mobile app
- Create an account using your professional email (or your existing Discord account is fine)
- Your team lead will send you an invite link to the Crowned Credit HQ server
- Accept the invite — you will land in the server and see the available channels
- Set your server nickname to your real name and role: e.g., "Maria — CS" or "Danilo — Disputes"
- Upload a profile photo — this helps the team know who they are talking to
2. Server Structure — Channels & Their Purposes
Every channel has a specific purpose. Do not post off-topic content in a channel — use the right channel for the right message.
📢 Announcements
| Channel | Purpose | Who Posts |
|---|---|---|
| #announcements | Company-wide updates, policy changes, important news from leadership | Jethro / Team Leads only |
💬 General Communication
| Channel | Purpose | Who Posts |
|---|---|---|
| #general | General team conversation, greetings, non-urgent questions, team culture | All team members |
| #improvement-requests | Suggestions for improving processes, scripts, systems, or tools. Flag if something is broken or can be done better. | All team members |
💰 Payments & Billing
| Channel | Purpose | Who Posts |
|---|---|---|
| #payment-notifications | New payment confirmations — when a client pays setup fee or monthly subscription. Auto-populated or posted by Sales/Billing team. | Sales, Billing team, automated notifications |
| #failed-payment | Alerts when a client's payment fails. Requires immediate CS follow-up. Post the client name and GHL link when flagging. | Billing team, GHL automations |
🏆 Results & Wins
| Channel | Purpose | Who Posts |
|---|---|---|
| #results | Dispute wins — post every deleted item, score improvement, and client success story here. This is for morale, tracking, and social proof content. | Dispute team, CS team when a client reports a win |
📋 Operations
| Channel | Purpose | Who Posts |
|---|---|---|
| #agent-tasks | Assigned tasks, action items, and reminders for specific team members | Team leads, Peter AI |
3. How to Post in Specific Channels
#failed-payment — How to Post
When flagging a failed payment:
❌ FAILED PAYMENT Client: [Full Name] GHL Link: [paste link] Plan: [Essentials / Accelerated / Momentum] Last successful payment: [date] Action: CS team please follow up within 24 hours
#results — How to Post a Win
When a client gets a deletion or score improvement:
🏆 WIN — [Bureau] Client: [First Name only for privacy] Item removed: [Creditor name] — [Collection/Charge-off/Late Payment] Score change: [if known — e.g., +45 points] Round: [Round 1 / Round 2]
#improvement-requests — How to Post
When flagging a process issue or suggestion:
🔧 IMPROVEMENT REQUEST Area: [e.g., DisputeFox / GHL / Onboarding / Scripts] Issue: [What's broken or inefficient] Suggestion: [Your idea for fixing it] Impact: [How many clients/team members this affects]
4. Notification Settings — How to Set Them Up Right
Default Discord notifications can be noisy. Configure yours so you stay informed without being overwhelmed.
Recommended Settings by Channel
| Channel | Recommended Notification Setting |
|---|---|
| #announcements | All messages — never miss these |
| #failed-payment | All messages (CS team) / Mentions only (others) |
| #payment-notifications | Mentions only — no need to see every payment in real time |
| #results | All messages — good for morale, worth reading |
| #general | Mentions only — catch up a few times a day |
| #improvement-requests | Mentions only |
| #agent-tasks | All messages — you may have tasks assigned to you |
How to Change Notification Settings Per Channel
- Right-click on the channel name
- Select Notification Settings
- Choose: All Messages / Only @mentions / Nothing
- Server-wide: Click the server name → Notification Settings → set defaults
5. Communication Etiquette
5.1 General Rules
- Use the right channel. Don't post billing questions in #results. Don't post wins in #general.
- Be professional. This is a work communication tool — maintain the same tone you'd use in a professional email.
- No client PII in Discord. Never post full client names, SSNs, payment details, or full addresses in Discord channels. Use first name only or reference by GHL link.
- Tag people correctly. Use @name when you need a specific person's attention. Do not use @everyone unless you are a team lead with something critical for the whole team.
- Respond to messages you're tagged in within 2 hours during business hours.
- Don't leave issues hanging. If someone tags you, acknowledge it even if you don't have the answer yet: "Got it — looking into this now."
5.2 Tone and Professionalism
- Emojis are fine and encouraged — this is team culture, not a corporate memo
- Humor is welcome in #general — but never at a client's expense
- If there's conflict or frustration, take it to a DM or a 1:1 call — don't air it in the team channels
- Celebrate each other's wins in #results — a short "🔥 great work!" goes a long way
6. Discord vs. GHL Conversations — When to Use Which
This is a common point of confusion for new team members. Here's the rule:
| Scenario | Use |
|---|---|
| Communicating with a client (SMS, email, call) | GHL Conversations |
| Internal team questions, coordination, task sharing | Discord |
| Client status update for the whole team to see | Discord (tag relevant person) |
| Noting a client interaction for the team's records | GHL contact notes (NOT Discord) |
| Flagging a failed payment to Billing team | Discord #failed-payment |
| Contacting a client about a failed payment | GHL Conversations (SMS/email) |
| Sharing a client win | Discord #results |
| Informing CS about a client dispute result | GHL internal note on the client record |
| Asking a colleague a quick question | Discord DM |
| Asking a question about a specific client's situation | Discord DM to team lead + reference GHL link |
Key rule: Client records and communications stay in GHL. Team coordination lives in Discord. Never mix the two.
7. Referral Notifications in Discord
When a client sends a referral, post in the general GC or designated channel:
🤝 REFERRAL Referred by: [Client first name] Referral name: [Full name] Phone: [number] Email: [if provided] Action: Assign to closer / Sales team follow up
Tag the Sales team lead or closer assigned to that referral. Log in GHL and the Closed List Tracker.
8. After-Hours Communication
- Non-urgent messages can wait until the next business day — do not expect immediate replies outside of business hours (9 AM–6 PM ET)
- For true emergencies (client legal threat, system outage, data breach): DM Jethro directly + send a follow-up SMS to the team lead
- Do not tag @everyone for non-emergencies outside business hours
9. Discord vs. WhatsApp
Some legacy team communications may still happen on WhatsApp (particularly with the Philippines-based dispute team). The standard moving forward is Discord. However:
- The Dispute Team WhatsApp GC is still used for some real-time round completion notifications
- When reactivating a client, notify "GC WhatsApp + Dianna Dispute Team" per the reactivation SOP
- Over time, all team communication is consolidating to Discord — default to Discord for anything new