Last updated July 31, 2026
Most agencies eventually grow a middle layer: one or two experienced advisors who still sell travel full-time but who also field the "can you look at my trip?" and "I'm locked out again" questions from a handful of newer agents. Until now the only way to give those people the reach they needed was to make them an admin — which hands over the entire agency's money — or to make them support staff, which takes their own book away.
Coach is the role for that middle layer. A coach is an advisor who also helps a defined set of other advisors. They keep everything that makes them an advisor: their own trips, their own clients, their own commissions, their own pipeline. On top of that, they get read-only visibility into the advisors you assign them, and a small set of credential tools for those same advisors.
These solve different problems, and it's worth being clear about which one you actually want.
| Coach | Support Staff | |
|---|---|---|
| Keeps their own trips, clients, and commissions | ✅ Yes | ❌ No |
| Who they can see | Their assigned advisors, or your whole advisor roster (your choice) | The whole workspace |
| Sees invoices, payments, card authorisations | ❌ No | Varies by setup |
| Sees commissions | Their roster's own totals, read-only | Varies by setup |
If the person is a producing advisor who also mentors, make them a coach. If the person is a full-time helpdesk or operations hire who doesn't sell, support staff is the better fit. See Roles & Permissions for the full role list.
These are two completely separate designations, and turning one on does not turn on the other. They sit next to each other on the same tab, which makes them easy to confuse.
Someone in your agency can be a booking partner, a coach, both, or neither. If you want a member to do both jobs, turn on both toggles. Turning on Coach does nothing to lead routing; turning on Booking partner gives no visibility into anyone else's work.
Before you set anyone up, decide which model your agency runs. The choice lives on Settings → Advisors, in the Coach access card, and it applies to every coach in the workspace.
| Assigned advisors only (default) | Your whole roster | |
|---|---|---|
| Who a coach helps | The advisors you assign to them, one at a time | Any advisor in the agency |
| Setup per advisor | Yes, pick a coach for each one | None |
| Best for | A mentor model, where each new agent has a named coach | A help desk, where coaches field whatever comes in |
Assigned is the default and stays that way for every agency until someone changes it. Switch to whole roster only if your coaches work a rotation rather than a caseload, and know what it opens up: each coach can then open every advisor's trips, clients, bookings, and commission totals. Invoices, payments, and card authorisations stay hidden either way, and coaches never reach owners, admins, or support staff.
If your coaches are on the whole-roster setting, skip Step 2 below. There's nothing to assign, and the per-advisor Coach picker disappears.
Only workspace owners and admins can do this. It's a two-step process, and both steps live in the same place: Settings → Advisors → click the member → Access tab.
Open the advisor who will be doing the coaching and flip the Coach toggle on.
On the whole roster setting, that's the whole job — they can help anyone from the moment you save. On the default assigned setting, nothing changes for anyone yet: a coach with no one assigned to them sees exactly what they saw before, their own work. The toggle only makes them eligible to be assigned a roster.
Assigned-advisors setting only.
Now open each advisor who should be coached, go to their Access tab, and pick their coach from the Coach picker. If the picker says "No coaches yet", go back and do Step 1 first — the list is built from the people who have the Coach toggle on.
Each advisor has one coach. Assigning a new coach replaces the previous one. To remove coaching entirely, set the picker back to No coach.
Once someone has a roster, a coach roster card appears on their Advisors page listing the advisors they're responsible for.
If your coaches say they can't help anyone, check the Coach access card first. A coach on the assigned setting with nobody pointed at them has the role but no reach, and there's nothing on screen to tell them so.
For the advisors in their reach — their assigned roster on the default setting, every advisor in the agency on the whole-roster setting — a coach gets read-only visibility into:
Read-only means exactly that. The coach's trip view has no edit controls at all — no New Booking, no Edit Trip, no status changes, no row menus. It isn't the ordinary trip page with the buttons hidden; it's a separate, deliberately smaller view, and the database refuses coach edits even if someone goes looking for a way around the screen.
Because it's a coaching view rather than a second copy of the advisor's workspace, it leaves out the parts a coach doesn't need: no invoices, no payments, no card authorisations, no documents, no tasks or notes. The trip's Payments page and its proposal builder are closed to a coach for the same reason, and both refuse them outright rather than opening an editor whose every save would be rejected. See below.
On the default setting, advisors outside a coach's roster are invisible to them, exactly as they were before. Nothing about the coach's own trips, clients, or commissions changes.
A coach never sees invoices, payments, or card authorisations — not for their roster, not for anyone. Client money is between the advisor, the client, and the agency's owners and admins.
Commissions are the one money figure a coach does see, and only in one place: the Their work tab, for advisors on their roster, as a read-only summary of that advisor's own position. It's there because "how is this advisor doing?" is a question about their book, and a coach who can't answer it can't do the job. It is a summary, not the Commissions page — a coach cannot open the ledger, the payouts screen, or the commission inbox, cannot approve, edit, dispute, or write off anything, and cannot see agency-wide commission totals or another advisor's split against theirs.
Outside their roster, nothing: an advisor a coach doesn't cover has no visible commissions at all. And turning the Coach toggle off removes the figures immediately.
If you genuinely need someone to see agency-wide money, that's what the admin role is for.
Beyond looking, a coach gets three credential tools — and only these three — for the advisors on their roster:
That's the whole list. A coach cannot invite or remove members, change roles, edit settings, reassign clients, or touch billing. And none of the three works on anyone outside their roster — an owner, an admin, another coach, or an advisor assigned to someone else.
There is no impersonation. A coach cannot log in as an advisor, and there is no "view as" mode of any kind. Everything a coach sees, they see as themselves.
If you turn someone's Coach toggle back off, all of this stops immediately — including for advisors who were still pointed at them.
Every one of those three actions is recorded: who did it, who it was done to, and when. Owners and admins can review the history.
The record is written at the moment the action happens and captures the email addresses involved, so it survives even if one of those accounts is later deleted from the workspace. The log is append-only — it can't be edited or cleared after the fact, by a coach or by anyone else.
If your agency has set up a coach badge, granting that badge to an advisor does two things automatically:
You don't need to email support or file a request — granting the badge is the whole process. Revoking the badge reverses both: it removes the coach designation, clears them from any advisors they were coaching, and releases the included seat back to your pool.
Badge grants work the same way whether the badge came from your training platform, was added by hand in the directory, or arrived through the API — all of them trigger the same upgrade.
The advisor's role is never downgraded on revoke. Taking a coach badge away removes the coaching powers and the comped seat, but it never demotes someone out of your workspace. A mis-clicked badge can't cost an advisor their account.
Your plan includes a set number of premium seats, and that pool is shared. Owners, admins, support staff, and comped coaches all draw from the same allowance.
Once the included seats are used up, each additional comped coach is billed at the normal upgrade rate — the badge still works and the advisor still gets upgraded, but it becomes a paid seat rather than an included one.
If you're about to add several coaches at once, check your remaining allowance first on your billing page so the total is what you expect. Adding one or two when you have room costs nothing extra. See Billing & Subscription for where to find your current seat count.
Can a coach coach another coach? No. A coach's roster can only contain advisors. Owners, admins, support staff, and other coaches can't be assigned to a coach.
Our coaches don't have caseloads. Do we have to assign everyone? No. Set Coach access to Your whole roster on Settings → Advisors and every coach can help any advisor with nothing to assign. Owners and admins can switch back at any time.
Can one advisor have two coaches? No — one coach per advisor. Assigning a second replaces the first.
Can a coach have more than one advisor? Yes. There's no limit on roster size; assign as many advisors to a coach as makes sense.
Does making someone a coach change what leads they get? No. Lead routing is controlled by the separate Booking partner toggle. See Lead Routing.
Does a coach see their advisors' commissions if they're also that advisor's mentor for a commission split? Mentor splits and coaching are unrelated, and being a mentor grants no extra visibility. A coach sees an advisor's commission summary on the Their work tab because they coach them, not because of any split. See Mentor & Trainer Splits for how splits work.
What happens to the roster if I turn off someone's Coach toggle? Their coaching powers end immediately, and the advisors who pointed at them are released. If you turn the toggle back on later, you'll need to re-assign the roster.
Can a coach edit their advisors' trips or send email on their behalf? No. Coach visibility is read-only, and it's enforced in the database rather than just in the screen — a coach cannot change an advisor's trip, booking, itinerary, traveller list, client record, or proposal by any route. The only actions a coach can take are the three credential tools listed above.
Do I have to use badges to create a coach? No. The Coach toggle and Coach picker work on their own for any agency. The badge is a shortcut that additionally handles the product upgrade and the included seat.
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