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Branches represent the physical or operational offices within your organisation. Each branch has its own set of agents, jobs, SLA configuration, and performance data. Navigate to Settings → Branch Management to manage your branches.

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Creating a branch

1

Open branch management

Go to Settings → Branch Management and select Add Branch in the toolbar.
2

Enter branch details

Fill in the branch name, address, contact phone number, and shared email address. The city field is displayed in the branch list as a quick reference.
3

Upload a branch logo (optional)

Upload a logo to distinguish the branch visually in the UI and on any branch-specific documents. If no logo is uploaded, the branch displays a placeholder icon.
4

Configure SLA targets

Set the response and resolution time targets for this branch. See SLA configuration below for a full explanation of each field.
5

Save the branch

Select Save. The branch appears immediately in the branch list and is available for agent assignment.

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Assigning agents to branches

Agents are linked to branches — a single agent can belong to multiple branches. To assign an agent:
  1. Open the branch record by selecting Edit Branch from the branch list actions menu.
  2. Under the Agents section, search for the agent by name and add them to the branch.
  3. Save the branch record.
The branch list shows avatar thumbnails for all assigned agents. Select the avatar stack or the agent count badge to go directly to the branch edit page.
Staff accounts are not assigned to branches — only agent accounts are. Branch assignment controls which jobs an agent can see and be allocated to.

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SLA configuration

A Service Level Agreement (SLA) defines the time limits within which a job must be responded to or resolved. PropOps tracks SLA compliance per branch and alerts you automatically when a breach is approaching or has occurred.

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What SLAs control

Each branch can have its own SLA targets:
  • Response time — how quickly a job must be acknowledged after it is raised
  • Resolution time — how quickly a job must be completed from creation
Times are typically set in hours. Priority-level overrides let you set tighter targets for urgent or emergency jobs.

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How breach detection works

PropOps continuously monitors open jobs against their branch SLA targets. When a job is approaching its deadline or has exceeded it:
  1. The job is flagged with an SLA status indicator visible to agents and staff.
  2. An automated alert is triggered — see below.
  3. The breach is recorded and feeds into branch performance analytics.
SLA breach notifications are sent automatically — no manual action is required. Notifications go out via the channels configured in Settings → Notification Settings (email, push, and/or in-app). Recipients are determined by the notification permissions assigned to each role.

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Configuring SLAs for a branch

Open the branch record and navigate to the SLA Settings section. Set your response and resolution targets, then save. Changes apply to all new jobs created for that branch from that point forward — jobs already in progress retain the SLA targets that were active when they were created.

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Branch sharing rules

Branch sharing lets agents from one branch access jobs belonging to another branch. This is useful for covering holidays, shared contractor pools, or regional teams that work across multiple locations. To configure sharing rules:
  1. Go to Settings → Branch Management and open the branch you want to allow access to.
  2. Under the Sharing section, select which other branches can view and work on jobs for this branch.
  3. Save the branch record.
Sharing is directional — granting Branch A access to Branch B’s jobs does not automatically grant Branch B access to Branch A’s jobs.

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Disabling a branch

To disable a branch, select Disable Branch from the actions menu on the branch list row. Disabled branches are hidden from active job creation flows but their historical data is preserved.
You cannot delete a branch that has agents assigned to it. Reassign or remove all agents before attempting to delete.

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Branch performance analytics

To view performance data for a specific branch, select View Analytics from the branch actions menu or navigate to Analytics → Branch Performance. The analytics view shows:
  • Total jobs, outstanding jobs, and completed jobs for the branch
  • SLA compliance rate — the percentage of jobs resolved within the configured SLA target
  • Agent activity — jobs handled per agent over the selected period
  • Trend charts showing job volume over time
Use the date range filter to focus on a specific period. Data is available for all historical branches, including those that have been disabled.