Roles & Permissions

When you add someone to your agency, their role sets the starting point for what they can see and manage. Pick the role that matches the work they actually do. You can change it later from Settings → Advisors.

Think of access and pay as two different decisions. A role controls the workspace. Commission splits are set separately in the advisor's Payments tab and in the agency's commission settings.

The four standard roles

Owner

The broadest agency role. Owners can manage billing, agency settings, people, and agency-wide records. Keep this role for the people who are responsible for the account itself.

Admin

Admins can manage agency operations, members, roles, settings, commission review, payouts, and agency billing. This is broad access to financial information, not a financial-blind helper role. Only an Owner can promote another member to Owner.

Agent

The core travel-advisor role. Agents work their own clients, trips, leads, bookings, and commissions. In a team agency, their normal view stays centered on the business assigned to them instead of exposing another advisor's book of business.

Support Staff

A financial-blind operations role for an office manager, help desk, or virtual assistant. Support Staff can help with agency-wide client and trip work while commission percentages, splits, tax details, and financial reporting stay hidden.

Support Staff can also handle common front-line advisor access work: invite an advisor one at a time, reset or set a password, change an advisor's email, and deactivate or reactivate an advisor. They cannot promote someone to Admin, change workspace roles, Bulk Invite a team, block or remove members, or change commission settings.

Permissions Matrix

Choose the role, then review the separate controls

Open Settings → Advisors, open the member's action menu, choose Open profile, and select Access.

• Workspace role changes the member's main access immediately when you choose a role. It does not change commission splits.
• Client email is separate from the role. Sending sends client mail normally. Held for review keeps it in that advisor's Outbox until the advisor releases it. Testing mode suppresses client mail and logs it under Inbox → Sent → Blocked for review; eligible messages can be sent explicitly. Messages to your own team still arrive.
• Agency template editor lets a trusted member build and share agency-wide automations, task lists, supplier workflows, proposal and email templates, and library content without making them an Admin. It does not add access to other advisors' commissions, payouts, or financial details.
• Coach may appear when your agency has coaching access configured. Coaching reach is separate from the workspace role and does not open invoices, payments, or commissions.
• Contractor agreement is paperwork, not a permission. Sending or signing an agreement does not change access.

These controls are intentionally separate. For example, an Agent can also be an agency template editor, while still remaining an Agent everywhere else.

My View vs. Agency View

The My View / Agency View switch helps owners and admins move between their own book and the whole agency:

• Agents work from My View, centered on records assigned to them.
• Support Staff get the agency-wide operational context their role needs, while money and tax information stay hidden.
• Owners and Admins can toggle between My View (their own work, with feature-specific scope) and Agency (agency-wide records they are permitted to see).

On Trips, My View also includes unassigned trips for owner/admin triage. This does not make those trips assigned to you. Other features can scope their lists differently.

This switch is a viewing preference, not a permission boundary. It cannot restrict an assistant to one advisor permanently or grant access to private records. Some features keep their own scope: personal templates and watches stay private, and no role, Owner and Admin included, can open another advisor's email. Each advisor's synced mailbox and their email conversations are private to them.

Changing a role safely

Changing a role changes access; it does not reorganize the person's records or rewrite their commission agreement.

• If Support Staff becomes an Agent, assign the clients, trips, or leads they should own.
• If an Agent becomes Support Staff, review who should receive their existing advisor work.
• If someone is leaving, reassign active records before you deactivate or remove access.
• Review Client email separately. Holding mail in the Outbox and suppressing it in Testing mode are different choices. Switching modes does not automatically send blocked messages.

Only Owners and Admins can change workspace roles. Start with the least access the person needs, then widen it when their responsibilities genuinely change.

Tips for Setting Up Your Team

1. 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.

2. Use Support Staff for operations help that should not include compensation details. It gives them useful agency context and front-line access tools without handing over role, billing, or commission control.

3. Review lead claiming separately. It allows advisors to claim unassigned agency leads. An advisor's own booking request form routes to that advisor without needing lead claiming.

4. 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.

FAQ

Should my operations manager be an Owner or Admin? Usually Admin, if the person needs agency financial and billing access as well as operations. Use Support Staff when compensation and tax details should stay hidden. Owner also allows promotion of other members to Owner.

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 advisor commission splits or tax details? No. The Advisors roster is financial-blind for Support Staff, and the Payments and Access tabs are not shown to them. If their job genuinely requires agency financial access, review whether Admin is the correct role.

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? Removing a membership revokes workspace access; it does not automatically reassign or delete the person's business records. Review ownership and use Reassign all records before removing access when someone else should take over the work.