Discord Team Communication Guide

Channel	Purpose	Who Posts

#announcementsCompany-wide updates, policy changes, important news from leadershipJethro / Team Leads only

💬 General Communication

WhenChannelPurposeWho toPosts Use#generalGeneral team conversation, greetings, non-urgent questions, team cultureAll team members #improvement-requestsSuggestions for improving processes, scripts, systems, or tools. Flag if something is broken or can be done better.All team members

💰 Payments & Billing

ChannelPurposeWho Posts #payment-notificationsNew 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-paymentAlerts 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

ChannelPurposeWho Posts #resultsDispute 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

ChannelPurposeWho Posts #agent-tasksTaskAssigned assignmentstasks, action items, and reminders for AIspecific agentsteam and automation workmembersJethro,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

ChannelRecommended Notification Setting #announcementsAssigningAll AImessages builds,— reports,never automationmiss tasksthese #blog-seo#failed-paymentBlogAll assignments,messages SEO(CS updates,team) content/ approvalsContentMentions team,only JethroNew blog briefs, SEO reports, keyword targets(others) #ideas-for-peter#payment-notificationsIdeasMentions andonly requests— forno Peterneed (AIto system)AnyoneFeaturesee requests,every newpayment automations,in improvementsreal time #trends-content#resultsSocialAll mediamessages trends,— viralgood contentfor tomorale, recreateSocialworth media teamSharing trending hooks, audio, formats to testreading #generalCompany-wideMentions announcements,only general— updatesLeadership,catch managersPolicyup updates,a companyfew news,times celebrationsa day #billing-updates#improvement-requestsBillingMentions issues, payment flags, client billing notesBilling team (Khryzza, Regine)Failed payments, adjustments, invoice updatesonly #dispute-team#agent-tasksDisputeAll roundmessages updates,— reactivations,you lettermay noteshave 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:

ScenarioUse Communicating with a client (SMS, email, call)DisputeGHL team, DiannaNew clients ready, round completions, bureau responsesConversations #cs-escalationsInternal team questions, coordination, task sharingDiscord Client issuesstatus update for the whole team to seeDiscord (tag relevant person) Noting a client interaction for the team's recordsGHL contact notes (NOT Discord) Flagging a failed payment to Billing teamDiscord #failed-payment Contacting a client about a failed paymentGHL Conversations (SMS/email) Sharing a client winDiscord #results Informing CS about a client dispute resultGHL internal note on the client record Asking a colleague a quick questionDiscord DM Asking a question about a specific client's situationDiscord 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 needreferral. managementLog review

CSin agents,GHL managersAngryand