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Discord Team Communication Guide

Discord — Team Communication Guide — Crowned Credit

Discord is Crowned Credit's primary internal team communication platform. It'sWith wherea 45+ person team spread across the teamPhilippines, collaboratesNigeria, Colombia, and the Dominican Republic, Discord keeps everyone aligned, organized, and moving in realthe timesame direction — sharing updates, flagging issues, celebrating wins, and staying aligned. This guide explainswithout the serverchaos structure,of channelsprawling purposes,WhatsApp communicationthreads.

rules,

Every andteam whenmember is expected to use Discord vs. other tools.

1. Getting Access

    Downloadcheck Discord at discord.comthe orstart installof their shift, respond to relevant messages promptly, and use the desktop/mobilecorrect appchannels for every type of communication.

    Server Overview

      Server Name: Crowned Credit HQ       CreateServer anID: account1484412224037458085 usingTeam Size: 45+ active members Purpose: Internal operations, task management, billing updates, content coordination, and AI system communication Access: By invitation only — sent by your professionalmanager email (or your existing Discord account is fine) Your team lead willduring send you an invite link to the Crowned Credit HQ serveronboarding 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.

      📢Who's Announcementson Discord

      TeamLocationPrimary Use
      Dispute TeamPhilippinesDispute coordination, client updates, Dianna's team channels CS / Support TeamPhilippinesClient escalations, billing flags, call coverage coordination Billing TeamPhilippinesInvoice updates, payment issues, #billing-updates Content / Social TeamPhilippines / Nigeria#blog-seo, #trends-content Sales ClosersPhilippines / NigeriaPipeline updates, #general announcements Leadership (Jethro)USAAll channels — final say on all decisions Peter (AI System)Mac Studio (USA)#agent-tasks, #ideas-for-peter, automated reports

      Channel Structure & When to Use Each One

      ChannelPurposeWho PostsPosting Rules #announcements#generalCompany-wide updates,announcements, policy changes,updates, important news from leadershipcelebrationsJethroLeadership, /ManagersKeep it professional. Team Leadsmembers onlycan react

      💬and Generalreply, Communication

      but
      don't ChannelPurposeWhoflood Postswith #generalGeneraloff-topic team conversation, greetings, non-urgent questions, team cultureAll team membersmessages. #improvement-requests#agent-tasksSuggestionsTask assignments for improvingPeter processes,(AI scripts,system) systems,and automation workJethro, authorized managersStructured task format required. Include context, expected output, and priority. #ideas-for-peterFeature requests and ideas for the AI system (Peter)AnyoneShare ideas clearly. Peter reviews these and Jethro decides what to build. #blog-seoBlog assignments, SEO performance updates, content approvalsContent team, JethroNew blog briefs must include keyword target, word count, tone guidelines. #trends-contentSocial media trends, viral content references, ad inspirationSocial media teamShare with context: platform, why it's trending, how we could use it. #billing-updatesBilling flags, payment issues, failed charges, invoice adjustmentsBilling team (Khryzza, Regine)Every billing flag must include: client name, issue, and what action is needed. #announcementsCompany updates that require attention from the whole teamJethro onlyRead-only for most team members. Do not post here unless you are Jethro or tools.have Flagexplicit permission.

      Private/Direct Messages (DMs)

        Use DMs for personal coordination, sensitive information, or 1-on-1 conversations that don't belong in a channel Do NOT use DMs to bypass channel protocols — if something isneeds broken or canto be donedocumented, better.Allit teamshould membersgo

        💰 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. Postin the clientright namechannel When in doubt: use channels for team-wide visibility 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 isDMs for morale,private tracking,conversations and social proof content.Dispute team, CS team when a client reports a win

        📋 Operations

        ChannelPurposeWho Posts #agent-tasksAssigned tasks, action items, and reminders for specific team membersTeam 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

        DefaultGetting Discord notifications canright beis noisy.important Configure— yourstoo somany and you stayget informedoverwhelmed; withouttoo beingfew overwhelmed.and you miss critical updates.

        ChannelRecommended Notification Setting #announcementsAll messages — never miss these #failed-paymentAll messages (CS team) / Mentions only (others) #payment-notificationsMentions only — no need to see every payment in real time #resultsAll messages — good for morale, worth reading #generalMentions only — catch up a few times a day #improvement-requestsMentions only #agent-tasksAll messages — you may have tasks assigned to you

        How to Change Notification Settings Per ChannelSetup

        1. Right-clickOpen Discord → Go to User Settings (gear icon at bottom left)
        Go to Notifications Set default server notifications to "Only @mentions" Override individual channels based on your role:
          Your team's primary channel: All Messages (so you catch everything relevant) #general and #announcements: All Messages (important company updates) Other channels: Only @mentions Enable mobile notifications if you're on the channelAircall nameapp Selector Notificationmobile Settings— Choose:important Allfor Messagesurgent /alerts Onlyduring @mentionsyour / Nothing Server-wide: Click the server name → Notification Settings → set defaultsshift

          5. Communication

          @Mention Etiquette

          5.1 General Rules

          • Use the right channel.@everyone Don't post billing questions in #results. Don't post wins in #general.
          Be professional. This is a work communication tool — maintainOnly theJethro sameuses tonethis. you'dIt usepings inall a45+ professionalteam 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.members. Do not use @everyoneunless unlessyou have explicit permission. @here — Pings all currently online members. Use only for time-sensitive, channel-relevant messages. Don't overuse it. @[person's name] — Direct mention. Use when you specifically need a named person's attention. Always include context so they know what you need. Do not mention people just to get a faster response — only mention someone when you genuinely need their attention.

          How to Post Effectively

          Clear, structured messages get faster responses and better results. Here are the standards for posting in Crowned Credit HQ:

          General Message Standards

            Be specific: say what the issue is, who is affected, and what action you need taken Use bullet points for multi-point messages — avoid walls of text Lead with the most important information (don't bury the key point at the end) For urgent issues, use @mentions and label it clearly: "URGENT:" or "ACTION NEEDED:" Follow up in the same thread when an issue is resolved — close the loop

            Billing Update Format

            When posting in #billing-updates, always use this format:

              Client: [Full Name] Issue: [Payment failed / Invoice dispute / Refund request / etc.] Action Needed: [What needs to happen — retry charge / contact client / escalate to Jethro / etc.] Urgency: [Standard / Urgent — same day / High Priority]

              Blog / SEO Brief Format

              When posting a new brief in #blog-seo:

                Topic: [Blog post topic or title] Target Keyword: [Primary SEO keyword] Word Count: [Minimum word count target] Tone: [Educational / Conversational / Authoritative] Deadline: [Date] Notes: [Any specific instructions, competitor examples, or required links]

                Discord for Managers & Team Leads

                If you are a team lead withor somethingmanager, criticalyour forresponsibilities thein wholeDiscord team.go beyond just communicating:

                  Monitor your team's channels daily — spot unanswered questions or blocked work before they become problems Respond to messages you're tagged inescalations within 2 hours during businessyour hours.shift Don'tPin leaveimportant issues hanging.messages Ifin someoneyour tagsteam's you,channel acknowledgefor iteasy evenreference if(right-click you→ don'tPin 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 memoMessage) HumorArchive isresolved 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 callthreads — don't airlet channels fill up with old, unresolved-looking conversations Report channel-level issues to Jethro — if team members are using Discord incorrectly, address it in the team channels Celebrate each other's wins in #results — a short1-on-1 "🔥DM greatbefore work!"making goesit a long waypublic

                    6.Bot Discord vs. GHL Conversations — When to Use WhichIntegrations

                    ThisCrowned isCredit aHQ commonhas pointactive ofbot confusionintegrations forthat newpost teamautomated members.updates Here'sdirectly theinto rule:Discord:

                    ScenarioBot / IntegrationUseWhat It PostsChannel
                    Communicating with a clientPeter (SMS,AI email, call)System)GHLDaily Conversationsreports, cost tracking, ad performance updates, morning briefs#agent-tasks, #general InternalGHL team questions, coordination, task sharingWebhookDiscordNew client enrollments, failed payments, pipeline updates#billing-updates ClientAircall statusAlertsCritical updatecall formetric thealerts whole(e.g., missed call spike, Saturday coverage failure)#general, relevant team to seeDiscord (tag relevant person)channels Noting

                    💡 When you see a clientbot interactionmessage, fordo thenot team'sdelete records

                    GHLor contactdismiss notesit (NOTwithout Discord)reading Flagging— these are automated alerts that often require human action. If you're unsure whether a failedbot paymentmessage tois Billingactionable, teamDiscordcheck #failed-paymentwith 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 Salesyour team lead or closerJethro.

                    assigned to that referral. Log in GHL and the Closed List Tracker.

                    8.Professionalism After-HoursStandards

                    Communication

                    Discord is an internal tool, but it is still a professional workspace. These standards apply at all times:

                    • Non-urgentCommunicate professionally — no offensive language, personal attacks, or inappropriate content
                    Disagreements should be handled privately via DM, not argued in public channels English is the primary language for all official channels — use it for all work-related communication Personal conversations should stay in designated spaces — not in ops channels If a client's personal information (name, SSN, address) needs to be shared, do NOT post it in Discord — use a secure method Respond to messages candirected waitat untilyou within 2 hours during your shift — going silent without a status update is not acceptable

                    Getting Access & Onboarding

                      Your manager or Jethro will send you a Discord invite link during onboarding Create a Discord account (or log in to an existing one) and join the nextserver businessusing daythe invite link Set your server nickname to your real name — do not expecta immediateusername repliesor outsidealias. ofThis businessis hours (9 AM–6 PM ET)required. ForRead truethe emergenciespinned (clientmessages legalin threat,#general systembefore outage,posting dataanything breach):Your DMmanager Jethrowill directlyadd + send a follow-up SMSyou to the relevant team leadchannels based on your role Complete the onboarding checklist item for Discord and notify your manager when done

                      If You Lose Access

                        Contact your direct manager via WhatsApp or email to request a new invite link Do not tagcreate @everyonea fornew non-emergenciesaccount outsideif businessyou hourslose access — recovering the old account preserves your message history

                        9.Quick DiscordReference: vs.Channel WhatsAppCheat Sheet

                        Some

                        legacyI teamneed communicationsto...Use maythis stillchannel happenonSee WhatsAppcompany-wide (particularlyupdates#general with/ the#announcements 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 reactivatingReport a client,billing notifyissue#billing-updates "GCShare WhatsAppa +content Diannaidea Disputeor Team"trend#trends-content perGet thea reactivationblog SOPbrief Overassigned#blog-seo time,Request all team communication is consolidatingPeter to Discordbuild —something#ideas-for-peter defaultGive Peter a task#agent-tasks (Jethro/authorized only) Talk to Discorda forspecific anythingpersonDirect newMessage (DM)
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