Roles and who can see what

Every person in your workspace has one role. The role decides which leads they see and what they can change. The Team page has the full table under Roles and what they can do, with your custom roles beside the built-in ones.

The five roles

Owner. The person who created the workspace. Sees and does everything, and is the only one who can change the plan. There's one owner, and the owner's role can't be changed or deactivated from the Team page.

Admin. Sees every lead and does everything except billing: invites and manages people, changes settings and channels, builds automations and campaigns, deletes and exports records.

Manager. Sees their team's leads, plus leads nobody owns yet. Edits, deletes and exports them, and builds automations, campaigns, forms and booking pages. Doesn't invite people or change settings.

Agent. Sees only the leads assigned to them. Calls, texts, emails and updates them, adds tasks and sees reports (without the Team section). Agents can only assign leads and requests to themselves.

Viewer. Sees every lead and every report, and changes nothing. Good for a broker or an assistant who needs to look, not touch.

Who can do what

• Edit leads, deals and tasks: everyone except viewers.
• Text, email and call (and work client requests): everyone except viewers.
• Delete records and export data: owners, admins and managers.
• Automations, campaigns, forms and booking pages: owners, admins and managers.
• Invite and manage people: owners and admins.
• Settings: owners and admins. That covers Channels, Calling settings like recording and the missed-call text, Client request settings, pipelines and their stages, lead sources, custom fields, closing templates and commission defaults, and monthly goals.
• Audit log: owners and admins, on Business and up. See Who changed what: the audit log.
• Billing: the owner.

Custom roles

On Business and up, owners and admins can make roles that fit how you work, like a showing assistant who sees only their own leads and can't text, email or call.

1. 11. On Team, go to the Custom roles card and press New role.
2. 22. Optional: under Start from, pick a built-in role to copy what it sees and does.
3. 33. Give it a Name and, if you like, a Description.
4. 44. Pick Which leads they see: All leads, Their team's leads (plus unassigned ones) or Only their own.
5. 55. Under What they can do, switch on each permission they need: editing leads, deals and tasks; texting, emailing and calling (which also covers working client requests, and needs editing leads); deleting records; automations and campaigns; exporting data; reports; inviting and managing people; settings and channels; and the audit log. Billing stays with the owner.
6. 66. Press Create role.

Give it to someone with the Role menu in their row, under Custom roles. While someone has a custom role, it replaces their built-in role's access, and their role shows the custom role's name everywhere. The owner can't have one, and invites always start on a built-in role.

Edit a role from its row; the change applies to the people with it right away. Delete role asks first, says who has it, and puts them back on their built-in role.

If the workspace moves to a plan without custom roles, the people who have one keep it, so nobody quietly gets more access. You can take a role off someone or delete it, but not make or change one until you upgrade.

Teams

Teams decide what managers see. A manager sees the leads owned by anyone on their team, plus unassigned leads. A manager who isn't on a team sees only their own leads and unassigned ones.

1. 11. On Team, go to the Teams card, type a New team name and press Add.
2. 22. Put people on it with the Team menu in their row, or pick a team when you invite them.
3. 33. Rename or delete a team from its ... menu. Deleting a team keeps its people, just without a team.

Change someone's access

• Role: the Role menu in their row: a built-in role or, on Business and up, a custom one. It applies right away, with Undo.
• Deactivate: their ... menu. They can't log in any more, their seat frees up, and their leads, deals and history stay as they are. Reactivate brings them back while your plan has room. Past your plan's seats it uses an extra seat, which you confirm first, up to the plan's maximum.