Understand organizations and workspaces

Organization versus workspace

An organization represents the business that owns the WRKZY account and organization membership. A workspace is where a specific operating group handles customer work. Workspace URLs include the workspace slug, such as /w/acme-retail/inbox.

That distinction matters because the same signed-in person may belong to more than one workspace. A change made in one workspace should not be assumed to affect another.

When one workspace is enough

Start with one workspace when the people handling customer work can safely share:

• the same customer and company records;
• the same connected business channels;
• the same operating currency and reporting timezone;
• the same member and role boundary; and
• the same broad administration and compliance policies.

Within one workspace, create team inboxes and saved views to separate responsibilities such as sales, support, success, or billing. A different queue does not automatically require a different workspace.

When to consider another workspace

Use a separate workspace only when there is a durable boundary, such as a different legal entity, data-access group, operating currency, or independently administered customer operation. The cost of another workspace is intentional separation: team members must switch context, channels and settings are configured in that workspace, and consolidated operating history may not appear as one continuous view.

Recognize the current workspace

Before a high-impact action, use three checks:

1. Read the workspace name in the application context.
2. Confirm that the workspace slug immediately after /w/ matches the intended workspace—for example, acme-retail in /w/acme-retail/inbox.
3. Open Settings → Workspace and confirm the workspace identity and your access level when the action involves members, channels, imports, or business defaults.

This check is especially important before connecting a WhatsApp number, authorizing an email account, importing customer data, inviting a teammate, or changing currency.

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Roles belong to responsibility

• Owner: full workspace control and the only role that can transfer ownership. Keep this assignment current and deliberate.
• Admin: can manage members and workspace settings allowed to administrators. Use only for people responsible for configuration, not as a convenience role.
• Member: works in assigned inboxes and CRM records without broad workspace administration.

A person's organization access and workspace role are related but not interchangeable. An administrator should verify the effective workspace role rather than infer access from a job title.

Example: one company, two operating teams

Suppose the same company has Sales and Support teams. If both teams need the same customer context and business channels, keep one workspace. Create responsibility-owned team inboxes only where access, identity, routing, SLA, or policy differs; otherwise use one Customer Work inbox with saved views. If the Support operation must be isolated for a different legal entity or data-access boundary, then a second workspace may be justified.

Expected result

Every teammate can identify where customer work belongs, administrators know which settings are workspace-scoped, and high-impact actions are performed in the intended URL context. The measurable outcome is fewer misrouted conversations, duplicate imports, and accidental configuration changes.