Team roles setup
Recommended permissions for the broker, agents and office assistant, and how the assistant routes enquiries to agents.
3 min read
In an estate agency, client data is the office's most valuable asset. Even when an agent leaves, the client history should stay with the office, and each agent should focus on their own clients. This guide covers the recommended roles and permissions for a typical office and how the assistant shares enquiries between agents.
Roles and responsibilities
| Person | Role | What they do | Panel role |
|---|---|---|---|
| Burak Aydın | Broker / owner | Team, settings, reports; difficult clients | Admin |
| Selin Kaya | Agent | Sales in Kadıköy, Üsküdar, Şişli; English-speaking buyers | User |
| Emre Yılmaz | Agent | Ataşehir, Beylikdüzü, Başakşehir; lettings and sales | User |
| Deniz Acar | Office assistant | Inbox, calendar, calls to return | User |
Offices that sell off-plan projects may also have a project sales manager, usually a User who can see the whole project pipeline.
Note
Keep the number of Admins to a minimum. Admins can change every setting, add and remove users and export data. In most offices the broker is enough.
Recommended permission matrix
- Agents have the User role.
- In Conversations, Contacts, Calendars and Opportunities, agents see only records assigned to them. That way an agent can't see or export a colleague's client list.
The office assistant sees all conversations and calendars because they coordinate call-backs and appointments, but can only view opportunities. Reporting and Settings are open to the broker only.
Setting it up in the panel
Add users under Settings → My Staff. For each user:
- Edit the user and choose the User Role under Roles & Permissions (Admin or User).
- Switch module permissions on or off to match the matrix.
- For agents, turn on the restriction to see only assigned data, then save.
Details: My staff, Roles and permissions, Restricting data access.
Heads up
Give export and bulk delete rights to the broker only. A user who can export the whole client list can take your data with them when they leave.
Who does the assistant route an enquiry to?
- The rule is set up during onboarding. The assistant learns the enquiry type and area on the call, and the rule picks an agent from that.
- Agent by area: a sales enquiry in Kadıköy goes to Selin Kaya, a letting in Beylikdüzü to Emre Yılmaz. English-speaking callers also go to Selin.
- Unmatched enquiries go round robin, so nobody is left idle or overloaded.
The chosen agent becomes the card owner, gets the appointment in their calendar, and receives a task and a notification. For a hot client the assistant also tries a live transfer to that agent. See Lead routing and tasks and Live transfer.
Tip
Keep the routing rule simple. "Area + enquiry type" is enough for most offices. If the rule gets too detailed, enquiries can end up with nobody when an agent is on leave; ask your consultant to update the rule temporarily for holidays.
When the team changes
- New agent: add the user first, then tell your consultant; they need adding to the routing rule, the live-transfer list and the calendar.
- Agent leaving: before deleting the user, reassign their contacts, conversations and opportunities to another agent. Ask your consultant to remove them from the transfer number list.
- Who changed what? Check Audit logs.
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