CxC manages job channel membership automatically based on job events from your CRM. The right people are always in the right conversation at the right time.
⚡ What Happens When a Job Is Created
The moment a job is created and synced from your CRM, CxC automatically:
Creates a job channel named Customer Name — Job #
Adds the assigned technician(s) from CRM
Adds the manager(s) with oversight of those technicians
Makes the channel ready for collaboration
This all happens within seconds of the job being created in your CRM.
👤 Who Gets Added and When
Technicians - Added immediately when the job is created and synced from CRM. Who gets added is determined by the job assignment in CRM — whoever is assigned to the job there is automatically added to the channel in CxC.
Managers - Added automatically based on your workspace's organizational structure. Managers with oversight of the assigned technician are added when the channel is created and have full visibility to monitor and provide support throughout the job.
CSRs Never added to job channels. They work through CRM and internal communications only.
🔁 What Happens When a Technician Is Reassigned
If a job is reassigned to a different technician in CRM:
The new technician is added to the channel automatically
The previous technician remains in the channel for continuity and history
The new technician can see all previous text messages but cannot see prior recordings
The change happens automatically when the assignment updates in CRM
➕ Manual Addition
Any team member with appropriate permissions can be manually added to a job channel at any time:
Open the job channel
Click Add Members
Select the team members to include
This is useful for bringing in specialized staff mid-job or adding someone who needs visibility into a specific job outside their normal assignment.
Nobody is ever removed. When a job completes, is canceled, or goes on hold, the channel moves out of the active sidebar — but all participants stay in it. They retain full access in Completed Jobs and can still send messages and search the full history.
