CRM roles and permissions: what each sales rep can see and do

What can each role do?

Roles are assigned in CRM > Settings > Team to people who are already on the CRM team (how to add them: Add your sales team to the CRM). The workspace's owner and admins are CRM Admin by inheritance.

How do I make each sales rep see only their own?

While Sales rep scope is off, the whole team sees every deal, contact, prospect and conversation: the role limits what each person edits, not what they see. It comes on in accounts that set up their CRM team from now on, and off in accounts that already had a team (turn it on whenever you want). With it on, each sales rep works only on their own book:

• Go to CRM > Settings > Team. The Sales rep scope block is at the top, before the team list.
• Turn on the Sales reps only see their own switch and confirm with Turn on: the status changes from Off to On.
• Review each pipeline's access and who works each WhatsApp line (both explained below): with scope on, they're what decides which deals and which conversations each rep sees.

It's turned on by whoever manages the CRM team: a CRM Admin, or the workspace's owner or an admin. It applies to everyone with the Sales rep role; Managers and CRM Admins keep seeing everything. With scope on, a sales rep sees:

• Their own people, companies and prospects, plus the unassigned ones. To take one of those, they set themselves as its Owner.
• The people and companies of the deals they own, even when someone else owns the contact: the deal's owner is what counts. They see them and work them (notes, emails, files, edits) without changing their Owner. A won or lost deal still counts; an archived one doesn't.
• The prospects the AI is working: they see them but can't take them. When the AI hands one over to them, it's theirs.
• Every deal in the pipelines they have access to, and their own deals in any pipeline.
• Of someone else's deal, the status, the owner and the details, but not its activity (notes, emails and messages), the quote or the files, and they can't change anything on it. The deal itself tells them with a notice.
• In Messages and in the phone view, the conversations they own and, for WhatsApp, those of the lines they work. Over WhatsApp they only write from those lines or in the conversations they own.

How do I decide which pipelines each sales rep sees?

Each pipeline has its own access, and they all start with Every sales rep can view and work this pipeline. Editing pipelines is up to a CRM Admin (or the workspace's owner or an admin). To narrow one down:

• Go to CRM > Settings > Sales > Pipelines and open the pipeline to edit it.
• In the Sales rep access block, turn on the switch: it changes to Only the selected sales reps and the list of sales reps appears, all of them on View and work.
• Lower whoever needs it to View only or No access. With Apply to all you give everyone the same level at once; above the list you see how many have access and, if the team is large, a search box appears.
• Finish with Save changes.

No access: they don't see that pipeline's deals, except their own, and the pipeline doesn't show up in their pipeline selector. View only: they see all the pipeline's deals —of other people's, not the activity, the quote or the files—, and the unassigned ones they can look at, but not take or edit. View and work: on top of that, they can take and work the pipeline's unassigned deals. Also, a sales rep can't move a deal into a pipeline where they don't have View and work. Only people with the Sales rep role show up in the list, and the block only counts with Sales rep scope on: Managers and CRM Admins always see every pipeline, and each sales rep always sees their own deals.

How do I decide which WhatsApp lines each sales rep works?

• Go to CRM > Settings > Acquisition > Phones & WhatsApp.
• In the WhatsApp section, open the line's menu and use Edit receivers.
• In Sales reps who work this line, the switch decides who works it: off, Every sales rep works this line (that's how every line starts); on, Only selected sales reps work this line, and the list appears with every sales rep already chosen. Remove whoever shouldn't work it.
• Press Save.

Notification receivers —Sales reps receiving notifications, in the same panel— always work the line, even if they're not on the list: whoever gets the alert for a WhatsApp message has to be able to open it. This setting only counts with Sales rep scope on —without it, everyone sees every line—, and the panel itself tells you whether scope is on or off in your account. The panel is edited by a Manager or a CRM Admin; everyone else sees it read-only, with a notice.

What about sequences, labels and quotes?

This always applies, with or without Sales rep scope:

• Sequences. Each sales rep creates their own and only edits, activates, duplicates or deletes those. Other people's show up with View instead of Edit, and open read-only. Enrolling contacts stays open to everyone, in other people's sequences too; pausing, resuming, retrying or removing a contact can be done by whoever created the sequence, that contact's owner, or a Manager or CRM Admin.
• Rulesets and schedules. In a sequence's Settings tab, a sales rep picks the Ruleset and the Scheduling from the list; creating or editing them (New, Edit) is up to Managers and CRM Admins, because a ruleset can copy someone on every email of the sequences that use it.
• Labels. Each sales rep creates labels and only edits or deletes their own; in the label manager, other people's show a lock instead of the edit and delete buttons.
• Quotes. Templates, attached pages, issuer and numbering details and the page footer (CRM > Settings > Sales > Quotes) are configured by a Manager or a CRM Admin. A sales rep sees a notice there and keeps using the templates when issuing the quotes of their deals.

How do I check it's set up right?

With a sales rep, check together from their own session:

• In CRM > Prospects they see their own prospects, the unassigned ones and the AI's, and none from another sales rep.
• The pipelines where you left them on No access don't show up in their pipeline selector.
• When they open someone else's deal, a notice tells them the deal belongs to someone else, and the activity, the quote and the files don't show up.
• In CRM > Messages only the WhatsApp lines they work show up.

What does a sales rep see when something isn't theirs?

With scope on, the CRM tells the sales rep what's going on instead of failing silently. These are the notices they can run into:

• Someone else's deal: "This deal belongs to someone else: you can see its status, owner and details, but not its activity (notes, emails and messages), quote or files."
• A deal in a pipeline where they're on No access (for example, from a link someone sent them): "This deal is in a pipeline you don't have access to."
• An unassigned deal in a pipeline where they're on View only: "In this pipeline you can only view: unassigned deals can be looked at, not picked up or edited."
• Opening a person, company or conversation that isn't theirs (for example, from a link): "You don't have access to this person." (or company, or conversation).
• Writing from a WhatsApp line they don't work, in a conversation they don't own: "You don't work this WhatsApp line. Ask a Manager to add you in CRM → Settings → Phones & WhatsApp."
• Not working any line: "You don't work any WhatsApp line: you only see the conversations you own. Ask your Manager to assign you a line."

These permissions set who on your team accesses which of your contacts' data inside the CRM; the use of that data in MB Suite is governed by our Terms and Conditions. Next step: to have leads reach each rep with an owner already set, see Distribute leads and get your team operating the CRM every day.