Discord Team Communication Guide

This page covers the essential guidelines and procedures for Discord Team Communication Guide at Crowned Credit. Use the sections below to quickly find the information you need.

Discord — Team Communication Guide

Discord is Crowned Credit's primary internal communication platform. With a 45+ person team spread across the Philippines, Nigeria, Colombia, and the Dominican Republic, Discord keeps everyone aligned, organized, and moving in the same direction — without the chaos of sprawling WhatsApp threads.

Every team member is expected to check Discord at the start of their shift, respond to relevant messages promptly, and use the correct channels for every type of communication.

Server Overview

• Server Name: Crowned Credit HQ
• Server ID: 1484412224037458085
• Team Size: 45+ active members
• Purpose: Internal operations, task management, billing updates, content coordination, and AI system communication
• Access: By invitation only — sent by your manager or team lead during onboarding

Who's on Discord

Channel Structure & When to Use Each One

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 needs to be documented, it should go in the right channel
• When in doubt: use channels for team-wide visibility and DMs for private conversations

Notification Settings

Getting Discord notifications right is important — too many and you get overwhelmed; too few and you miss critical updates.

Recommended Notification Setup

1. Open Discord → Go to User Settings (gear icon at bottom left)
2. Go to Notifications
3. Set default server notifications to "Only @mentions"
4. 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
5. Enable mobile notifications if you're on the Aircall app or mobile — important for urgent alerts during your shift

@Mention Etiquette

• @everyone — Only Jethro uses this. It pings all 45+ team members. Do not use unless you 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 or manager, your responsibilities in Discord go beyond just communicating:

• Monitor your team's channels daily — spot unanswered questions or blocked work before they become problems
• Respond to escalations within 2 hours during your shift
• Pin important messages in your team's channel for easy reference (right-click → Pin Message)
• Archive resolved threads — don't let channels fill up with old, unresolved-looking conversations
• Report channel-level issues to Jethro — if team members are using Discord incorrectly, address it in a 1-on-1 DM before making it public

Bot Integrations

Crowned Credit HQ has active bot integrations that post automated updates directly into Discord:

💡 When you see a bot message, do not delete or dismiss it without reading — these are automated alerts that often require human action. If you're unsure whether a bot message is actionable, check with your team lead or Jethro.

Professionalism Standards

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

• Communicate 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 directed at you within 2 hours during your shift — going silent without a status update is not acceptable

Getting Access & Onboarding

1. Your manager or Jethro will send you a Discord invite link during onboarding
2. Create a Discord account (or log in to an existing one) and join the server using the invite link
3. Set your server nickname to your real name — not a username or alias. This is required.
4. Read the pinned messages in #general before posting anything
5. Your manager will add you to the relevant team channels based on your role
6. 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 create a new account if you lose access — recovering the old account preserves your message history

Quick Reference: Channel Cheat Sheet