Teams and hierarchy

Roles decide what someone may do. Teams and the hierarchy decide whose records they can see. Together they let a claims manager see the whole claims desk while an advisor sees only their own customers.

Teams#

Teams group people so you can grant access, route work and report together. Manage them in Settings → Teams → New team.

• A person can be in several teams.
• Add or remove members from Settings → Members: edit a member, then change their teams.
• Share records with a team and everyone in it gets access.

The demo brokerage has teams such as Claims, Customer Support, Dispatch, Motor, Renewals, Sales, Compliance and Legal.

Teams also drive routing. In Settings → Inbox, auto-assignment can be limited to one team — new conversations then go only to, say, Customer Support.

The role hierarchy#

Open Settings → Hierarchy to arrange roles as an org chart:

• drag a role onto another to make that role its manager;
• reorder roles at the same level;
• system roles (Owner, Admin, Member, Guest) can't be moved.

Managers inherit access to records owned by roles beneath them. A team lead sees their executives' records; a manager sees the team lead's and the executives'.

An example hierarchy#

Owner├── Accounts├── Claims Saathi Manager│   └── Claims Saathi Team Lead│       └── Claims Saathi Executive├── Legal Desk└── Operations Head    ├── Agency Manager    │   └── Agency Agent    └── Motor Manager        └── Motor Team Lead

Here the Operations Head sees every record owned by agency and motor staff, while Legal Desk sees only its own and what's shared with it.

When to use which#

Through the API#

The public API doesn't include endpoints for managing teams, roles or the hierarchy; administer them in the console. Their effect is visible everywhere else: API responses only include records the token's owner is allowed to see.