Team roles decide what each person can do in DoubleScale, which contacts they see, and who owns every new lead. WordPress administrators always have full access; everyone else gets a role.
Pro feature: Team roles are part of DoubleScale Pro.
How roles are built
Each role has two parts: a level and access.
- Manager sees and manages the whole team’s records in their modules. Agent works on their own records.
- Access is either the full CRM or only the modules a person works in: Sales, Support, Booking, Projects, Automations and Campaigns.
| Level + access | Role name | What they can do |
|---|---|---|
| Manager + full CRM | CRM Manager | Every module, plus the team, settings, reports, import and export |
| Agent + full CRM | CRM Agent | Their own deals, documents, tasks, tickets, bookings, workflows and campaigns |
| Agent + Sales | Sales Rep | Their own deals and sales documents |
| Manager / Agent + Support | Support Manager / Support Agent | All tickets / their own tickets, with their own helpdesk notification choices |
| Manager / Agent + Booking | Booking Manager / Booking Agent | Every calendar and booking / their own calendar and bookings |
| Manager / Agent + Projects | Project Manager / Project Member | Every project / their own projects and assigned tasks |
| Manager / Agent + Automations | Automation Manager / Automation Agent | All workflows / their own workflows, which run only on their contacts |
| Manager / Agent + Campaigns | Campaign Manager / Campaign Agent | Campaigns to any contact and email templates / campaigns only to the contacts they own |
Add a team member
- Go to Team and Managers (in the System section of the menu).
- Click Add New Team Member and choose their WordPress user.
- Choose the level (Manager or Agent) and the access (full CRM, or Choose modules).
- Check the summary of the role and which contacts they see, then add them.
- To change a role later, click the pencil next to the person.
Contact visibility
- Managers and administrators see every contact.
- Agents see the contacts they own, contacts shared with them, and unassigned contacts (which any agent can claim). Other contacts do not appear in their lists or search, and links to them open nothing.
- Agents export and delete only their own contacts.
- A contact is shared automatically when someone is assigned a deal, task, ticket or booking on it, and owners can share contacts manually.
- Only the owner, CRM Managers and administrators can edit or delete a contact; people it is shared with can open it and add notes.
On the Team page, Contact visibility switches between “Everyone sees all contacts” (small teams) and “Agents see only their own” (the default). It saves as soon as you choose.
Lead routing: who owns new contacts
- A contact an agent adds is theirs; a manager chooses the owner.
- Contacts that arrive on their own follow your lead routing rules. The default rule can leave them unassigned, give them to one person, or take turns across a team.
- Rules by source: a sender writing to a team member’s own mailbox belongs to them; integrations such as WooCommerce and webhooks follow the default rule unless you change it; a contact an automation creates belongs to the workflow’s builder (or the workflow’s chosen owner); a new booking guest belongs to the booking host unless the calendar names someone.
- Each form can name its own owner under the form’s Contact settings (Assign to).
Hand over contacts
On the contacts list, turn on the Owner column under Manage Columns. Select contacts, open Bulk Actions and choose Change owner. On a single contact, Owner and sharing shows the owner and who it is shared with; administrators and CRM Managers can change the owner there.
When someone leaves
Remove their access on the Team page. DoubleScale lists everything they still own; choose who takes it over and reassign. Nothing is deleted.