Team and roles

• Broker — Works their own leads and nothing else. Their list, their calls, their numbers.
• Team Leader — Sees their own team, hands out unassigned leads, and answers for the follow-up.
• Sales Manager — Runs the desk: every lead, every assignment, and the first check on a submitted deal.
• Director — The second signature on deals, with the same full view a sales manager has.
• Owner — The paying account. The only seat that can permanently delete a lead or a campaign.
• Admin — Runs the workspace itself: the team, the settings, the connected accounts.
• Marketing — Runs campaigns and budgets, but never touches finance or deals.

A broker’s lead list, activity feed and assistant show only their own book. That filter is applied at the source of the data, so opening a colleague’s lead from a copied link simply comes up as not found — the screen and the link agree. A team leader sees their team; managers, the director and the owner see the whole desk.

Money has its own line: only management and marketing can change anything that spends. A broker can watch a campaign’s results but cannot touch its budget, and the personal details captured by Meta lead forms open only for the seats that need them.

Out of the box, distribution is manual. New leads gather as unassigned, and the CRM overview raises a counted notice — unowned leads are invisible to every broker, so the count stays on screen until someone acts. A manager assigns from the assignment board, which shows each agent’s live load: open leads, hot leads, overdue follow-ups and recent wins. Leads go where there is room, not to whoever shouts first.

Turn on automatic distribution and each new lead is handed to an agent the moment it arrives, by the rule you choose: even rotation, whoever has the least on their plate, top closers first, by area or speciality, or by where the lead came from. You can cap how many leads one agent receives in a day, keep hand-outs inside working hours with a named fallback person for the night, and every automatic hand-out is written on the lead’s record and emailed to the agent.

Until you switch it on, nothing assigns itself.

Reassignment has rules, and they favour the agent doing the work. A team leader cannot take a lead off an agent within 24 hours of it being assigned — the refusal says exactly when it unlocks. And a lead the agent has actually worked — one logged call, message, meeting or viewing — cannot be pulled back by a team leader at all, however long ago that work was.

Every attempt, allowed or refused, goes on the permanent record with who, what and why. A pattern of trying is visible, not invisible.

Only the Owner or an Admin can change someone’s role. Nobody can change their own, and only an Owner can create or alter another Owner. Suspending an account blocks sign-in immediately, and every change is recorded with the old and the new role named.