BUILD YOUR WORKSPACE
Roles, teams and who sees what
How visibility works, and which role to give somebody so they can do their job and no more.
Every person gets a role, and the role decides both what they can do and whose records they can see. Visibility is the part people are usually surprised by, so start there.
The roles
| Role | For | Sees |
|---|---|---|
| Owner | Whoever the account belongs to | Everything, including billing and settings. |
| Admin | Whoever runs the office | Everything except account ownership. |
| Manager | A desk lead | Their team's work, and can reassign within it. |
| Agent | Sales | Their own leads, quotes and orders. |
| Dispatcher | The dispatch desk | Orders and carriers, across the brokerage. |
| Accounting | Invoicing and payments | The money, not the sales pipeline. |
| Read only | An auditor or a trainee | Looks, changes nothing. |
Reassigning work
An agent leaving mid-deal is the normal case, not the exception. A manager or admin can move a lead, quote or order from one agent to another, and the record moves with its history intact — the new owner sees every call, note and version rather than starting from a blank page.
A note on suspending people
When somebody leaves, suspend them rather than deleting them. Suspending stops them signing in immediately, including any session already open, while leaving every lead, quote and call they handled attached to a real name. Deleting the user leaves that history orphaned. Suspended users are also not counted in your bill.
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Review your setup
Use this checklist while following the guide. Your selections are for this reading session and do not change CRM settings.
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