Understanding team structure
Team combines membership, role, designation/profile title and reporting relationships. A person’s job title is not their permission role. Setting a manager builds the reporting hierarchy used by scoped assignment and visibility choices.
Roles and practical access
The Owner can configure additional access where supported. Review the actual member’s access controls instead of assuming every Manager or Viewer has identical scope.
| Role | Use and limits |
|---|---|
| Owner | Full business control, including team management and owner-only settings. |
| Manager | Operational work and permitted team scope; may invite Sales or Viewer members, but cannot perform owner-only membership management. |
| Sales | Assigned/participating work. No business spend, ROI, billing checkout or integration credentials. |
| Viewer | Read-only access to permitted records; cannot change leads, tasks, membership or imports. |
| Account Team / custom access | Some accounts expose billing/support or configured access roles. Access depends on the actual permissions granted, not the label alone. |
Inviting a team member
- Open Team and choose the invite action.
- Use the person’s correct email and choose an allowed role. Add the manager/designation information available in the form.
- Send the invitation and check the member’s status. Invited is not the same as Active.
- Ask the person to use the invitation and complete the account flow. Confirm active membership in the correct business before assigning responsibility.
Setting manager relationships
- Open the member’s permitted hierarchy/access controls.
- Select a manager belonging to the same business. Avoid reporting loops; the server rejects circular relationships.
- Save, then check the reporting tree and lead assignment choices.
- If a manager sees too much or too little, ask the Owner to review both hierarchy and access overrides.
Lead visibility and assignment
Sales visibility follows permitted participation, assignment or sharing. Managers’ hierarchy and access settings influence the work and people offered to them. A lead’s manager and assigned member are record responsibilities, not substitutes for business membership.
For a safe handoff, update the lead assignment and review open follow-up assignees. Do not assume an organizational manager change reallocates every existing record.
Changing roles and access
Owner manages membership role changes and removal. The membership controls prevent changing the Owner or managing yourself through ordinary member-management actions. Check the target’s role before changing access.
Moving a Viewer into an operational role can consume an operational seat and is checked against canonical entitlements. Reduce access only after checking who will own outstanding leads and follow-ups.
Removing and restoring access
Remove marks membership removed rather than deleting the person’s historical work. Reporting links pointing to that member are cleared. Reactivation restores Active when a linked user exists, otherwise Invited.
Confirm handoff responsibilities first. Removing a member does not mean their leads were deleted or safely reassigned; review ownership and pending work.
Active members and billing
Canonical operational usage counts active Owner, Manager and Sales memberships. Invited or removed members are not included in that active operational count. Active Viewers have a separate entitlement count.
Plan versions, purchased extra operational seats and business overrides determine the allowed limits. Use Billing & Usage and Pricing for the current entitlement instead of relying on old screenshots.
Troubleshooting
An invited person is not active
Check the invite email, acceptance flow and linked account. Confirm they are opening the correct business; do not send passwords through support.
A manager cannot see the expected team
Check the member-to-manager chain and access overrides. A title alone does not establish a reporting relationship.
A person has too much access
Ask the Owner to review role and custom access, then audit lead sharing. Do not solve this by sharing or changing another person’s login.
The active count is unexpected
Count active operational memberships separately from invited, removed and Viewer members. Review purchased seats and entitlement limits in Billing.