Last updated May 28, 2026
When you invite someone to your workspace, you assign them a role. That role controls what they can see, create, edit, and manage. Getting roles right means your agents focus on selling travel, your support staff can answer the phone without seeing commissions, and your admins can run the agency without anyone tripping over each other.
The person who created the workspace. Full access to everything — billing, settings, team management, all data across the agency. There's exactly one owner per workspace.
Same access as the owner, minus billing. Admins can manage team members, view agency-wide data, change settings, reassign clients or trips between agents, and run commission payouts. If you have a team lead or operations manager, this is their role.
The core advisor role. Agents create and manage their own clients, trips, leads, and bookings. They see their own data by default (My View) and only the commissions tied to their trips. When an agent creates a client, trip, or lead, they're automatically assigned as the owner.
A read-mostly role for office managers, front-desk help, and virtual assistants. Support staff can see every client, trip, and booking across the whole agency — so they can answer phones, look up a traveler's itinerary, or send a document — but they never see commission percentages, splits, or financial details for other advisors, and they can't edit team membership or commission settings.
This is the role to pick when you want someone to help without putting your team's pay info in front of them.
| Capability | Owner | Admin | Agent | Support Staff |
|---|---|---|---|---|
| View agency-wide clients/trips/bookings | ✓ | ✓ | — | ✓ |
| Create clients/trips/bookings | ✓ | ✓ | ✓ | — |
| Be assigned to clients/trips/leads | ✓ | ✓ | ✓ | — |
| Reassign across agents | ✓ | ✓ | — | — |
| Create and manage leads | ✓ | ✓ | ✓ | — |
| Claim unassigned leads | ✓ | ✓ | ✓* | — |
| View any commission detail | ✓ | ✓ | own only | — |
| View other agents' commission % / split | ✓ | ✓ | — | — |
| Edit commission split % | ✓ | ✓ | — | — |
| Manage workspace settings | ✓ | ✓ | — | — |
| Invite and manage team members | ✓ | ✓ | — | — |
| Access billing | ✓ | — | — | — |
*Agent lead claiming can be toggled on/off in workspace settings.
When a Support Staff member logs in:
/commissions area is hidden. Navigating there sends them back to the dashboard.The mental model: support staff sees data, never sees money.
This is how roles interact with the view toggle you see throughout the app:
When an Agent creates a client, trip, or lead, JourneyFuse automatically assigns it to them. Each agent owns their book of business.
Owners and Admins can create items without auto-assignment and assign them to any agent — useful when an admin is entering a lead from a website form or building a trip on behalf of an agent who's traveling.
Support Staff don't create new clients/trips/leads from the main UI (since they're never the owner of those records). If a support person genuinely needs to enter data, an admin can assign it afterward.
Go to Settings → Advisors to change anyone's role. Only owners and admins can change roles. The new permissions take effect immediately on the next page load — they don't need to log out and back in.
Tip: Promoting Support Staff to Agent? Remember to assign them to any clients/trips they were already working — the role change alone doesn't create those assignments. Going the other direction (Agent → Support Staff)? Their existing trip/client assignments stay intact; they just lose commission visibility.
Start with fewer admins. Most agencies only need the owner and maybe one admin. Too many admins means too many people who can change settings.
Use Support Staff for front-desk help, virtual assistants, and bookkeepers (when they shouldn't see splits). They can search clients, open trip files, send documents, and answer the phone — without putting your team's commission percentages in front of them.
Enable lead claiming if agents handle their own lead gen. If agents bring in their own leads (referrals, social media), turn on lead claiming in Settings so they can grab leads directly.
Review Agency View weekly. Even on a trusted team, a glance at Agency View catches stale leads, unassigned trips, and commission discrepancies before they become problems.
Can I have multiple owners? No — there's one owner per workspace. If you need shared admin access, promote others to Admin. Same access, except billing.
What happened to the Assistant role?
We replaced the old assistant role with support_staff so the data and UI now match. If you had an assistant before, they were auto-converted to an agent during the change. If you actually wanted them to be office-manager / no-commissions help, switch them to Support Staff in Settings → Advisors.
Can agents see each other's clients? Not by default. Agents see only their own clients in My View. If two agents need to collaborate, an admin can reassign the client or trip — or put them on the same Team (Settings → Teams) to share visibility.
Can support staff see commission information at all? No. Commission pages redirect them away. Tiles that mix client info with financial info show the client side only. The Admin Overview tab is hidden. This is deliberate — if your office manager needs to see commission for some reason, promote them to Admin instead.
Can I change the owner of the workspace? Contact support — ownership transfer isn't in the settings UI yet.
What happens if I remove someone from the workspace? Their assigned clients, trips, and leads become unassigned. An admin should reassign them. For Support Staff, removal just revokes access — no data needs reassigning (since they never owned anything).
Set up your agent profile with business name, CLIA/IATAN credentials, certifications, sub-agency branding, and proposal privacy.
From booking to agent paid in 5 steps. Plain English, no jargon.
Route inbound form submissions to specific agents or distribute them round-robin so leads never land in an unassigned pile.