Getting started
Roles and permissions: owner, manager and salesperson
TraceClose has three roles: Owner (does everything a manager does, and only they can change their own details), Manager (sees the whole operation and handles the team, integrations and settings) and Salesperson (handles the conversations and leads they receive and only sees their own numbers).
The three roles
- Owner: usually whoever created the organization. Does everything a manager does. There’s only one active owner per organization, and only the owner can change their own role, status, name and password.
- Manager: sees the whole operation and the full ranking; handles the team, integrations and settings. Doesn’t get leads from the rotation.
- Salesperson: handles the conversations and leads they receive; only sees their own numbers. This is who joins the rotation.
The names “salesperson” and “manager” may change depending on the industry you chose, but the permissions stay the same.
Who does what
| Action | Salesperson | Manager and owner |
|---|---|---|
| View and reply to conversations in the inbox | Yes, all of them | Yes, all of them |
| Kanban and lead list | Only their own leads | All |
| Move stages, edit lead details, schedule meetings | Yes | Yes |
| Record a sale | Yes, credited to the lead’s original salesperson | Yes, choosing which salesperson gets credit |
| Cancel a sale | Only the ones they recorded | Any sale |
| Reassign leads and merge duplicates | No | Yes |
| Analytics | My numbers and Service (their own only) | Overview, Campaigns, UTM and links, Salespeople, Service, Alerts |
| Monthly goals | Sees their own and the team’s | Sets and edits them |
| Settings | Only Quick replies and Security | All (except billing, see below) |
A salesperson who tries to open a management screen sees Managers only – “Ask a manager to change settings.”. See You see “Managers only”: what to do.
A salesperson’s “only my leads” filter is a view preference, not an access barrier: they can still open the details of any lead that comes in through the inbox. In reports, other salespeople’s leads show up with a shortened name and phone number.
What about billing?
Plan and billing don’t depend on your role in the organization, but on who handles billing for the account: whoever created the account and the people with billing access. A manager without that access doesn’t see Settings › Plan and billing. Details in Who sees and manages billing.
Example: Example Co.
At Example Co. (fictional data), Ana is the owner, Paula is a manager, and João and Maria are salespeople. On the kanban, João only sees his 42 leads, but he can reply to any conversation in the Unassigned queue. Paula reassigns one of João’s leads to Maria when he goes on vacation, and sees both of their rankings in Analytics › Salespeople. Only Ana sees the invoices.
Changing someone’s role
In Settings › Team, click View on the person and then Edit. Changing the role ends their sessions in that organization: the next time they sign in, they see the dashboard for the new role. You can’t remove your own manager access, and the organization must keep at least one active manager.
Didn’t work? See…
- “Only the owner can change the owner’s role, status, name and password.”: managers can’t edit the owner.
- “The organization already has an active owner.”: there can only be one.
- “This person is also in another organization”: only they can change their name and password. See Password and access.
Frequently asked questions
Can salespeople see their coworkers’ conversations?
Yes. In the inbox, everyone sees and can reply to every conversation. On the kanban and the list, salespeople only see their own leads.
Do managers get leads from the rotation?
No. Only active, unpaused salespeople get new leads.
Can salespeople see the ranking?
No. They see their own numbers and their own and the team’s goals in My numbers.
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