If you sell to businesses, the useful unit isn't the person who happened to write in — it's the account behind them. Companies group your contacts so you can see every conversation from an account, and treat some accounts differently from others.
They're under Organizations in Contacts.
Usually from your product, as part of identifying the user:
Gleap.identify("user-123", {
name: "Ada Lovelace",
email: "[email protected]",
company: { id: "acme", name: "Acme Inc." },
});The id is what matters: it creates the company if it doesn't exist and links the contact to it. Send your own account id rather than the display name, so a company that renames itself doesn't split into two.
You can also create one by hand — New organisation asks for a company ID and a name — which is how teams that don't send company data from their app still group their accounts.
The sidebar holds the company's details and any custom data it carries. The tabs are Members (the contacts belonging to it), Conversations (everything anyone there has written to you), Notes, Files and Pipelines.
Conversations across the whole account is the one people underestimate. “Has anyone at this customer already reported this?” is a question you can't answer from a single contact's history.
Every project starts with a few: Company ID, Company name, Domain, Plan, Value and SLA (seconds). They're editable on the company page, and you can add your own the same way you add contact attributes.
The SLA (seconds) field sets how long a first reply may take for anyone at that company. Set 3600 and their conversations escalate after an hour.
Several SLAs can apply to the same conversation, and the most specific wins:
the company's SLA,
then the assigned team's default,
then the contact's own SLA,
then the project default.
A company or contact SLA also applies even where the project-level SLA is switched off — so you can run escalations for your enterprise accounts only, without putting every conversation on a clock.
The timer stops when an agent replies. It doesn't start again by itself for later messages in the same thread once someone has answered.
A ticket's sidebar shows the company behind the contact, so an agent sees the account without leaving the conversation. Pipelines can track companies rather than contacts. Workflows and Kai can read company attributes — which is how “what plan is this account on?” gets answered without anyone looking it up.