Brokerage owners and managers

Keep people, access, and ownership clear.

Use this guide to organize offices, invite agents, assign the right role, reassign work safely, and review the team's operating picture.

Manager sign inStart the guide

01 / First session

Confirm authority before making changes.

The Agents area is shown only to authorized brokerage roles. Team leads, office administrators, brokers, and owners may have different capabilities.

Start hereYou have a management task and are signed in with your own authorized account.
Finished whenYou have confirmed the brokerage, read the roster and recent changes, and chosen one change to make.

  1. Sign in with your management account.

    Do not use an agent's login to administer the brokerage.

  2. Confirm the brokerage workspace.

    Check the workspace and your account before opening Agents. Stop if the team name is not the one you expected.

  3. Open Agents.

    Review the roster summary, current offices, pending invitations, and recent account changes before editing.

  4. Choose one management task.

    Complete office setup, an invitation, an access change, or a work reassignment as a separate reviewed action.

Brokerage Agents overview showing named seats, active people, recent work counts, offices, and usage
Confirm the brokerage before editing · Agents · Representative demo data
Missing Agents?

Your account may not have a brokerage management role. Ask the brokerage owner or an authorized manager to review your role; do not share another manager's account.

02 / Offices

Organize the brokerage before assigning agents.

An office is a working group for people, market responsibility, and review. Use the brokerage’s normal internal names so agents and managers recognize where work belongs.

Start hereThe office does not already exist and you know its internal name and primary market, if it has one.
Finished whenThe office appears once in the list and the correct people can be assigned to it.

  1. Open Offices and usage in Agents.

    Review existing office names and active status so you do not create a duplicate.

  2. Add the office name and primary market.

    Use the name the brokerage uses internally. Choose a primary market only when one clearly applies.

  3. Save and confirm the office appears.

    Assign agents only after the office is visible in the office list.

Brokerage Agents page showing the office form and current Blacksburg and Roanoke offices
Add and review offices · Agents · Representative demo data
Before deactivating an office.

Choose where its people and assigned work should go. Confirm that active clients, tasks, and responsibilities will remain owned.

03 / Agent invitations

Invite each person with the right starting role.

Send an individual invitation to the person’s work email. Set the office and role before the invitation goes out so the first sign-in opens to the right work.

Start hereThe work email, office, role, market responsibility, and needed features have been confirmed.
Finished whenThe invitation appears in Pending invitations and the recipient knows it expires.

  1. Choose Invite an agent.

    Enter the individual's work email and an optional display name.

  2. Assign the office and market areas.

    Leave the market area broad only when the person is meant to work across the brokerage.

  3. Choose the brokerage role.

    Use Agent for normal client work. Assign team lead, office administrator, broker, or owner access only when the job requires it.

  4. Review feature access.

    Choose full workspace access only when appropriate. With custom access, check only the features the person needs.

  5. Send the invitation and monitor Pending invitations.

    Resend from the pending list if needed. Revoke an invitation when the recipient or email was wrong.

Invite an agent form showing work email, display name, market, office, brokerage role, and access choices
Set the starting role before sending · Invite an agent · Representative demo data
Adding several agents?

Use the bulk invitation option only with a reviewed file and validate it before sending. Fix every invalid row instead of sending a partial, confusing rollout.

04 / Roles and access

Give people what their job requires.

The brokerage role controls management authority. Feature access controls which normal work areas the person can open. Review both; changing one does not always change the other.

Start hereThe person’s responsibilities changed or their visible menu does not match their job.
Finished whenThe role and feature choices match current work, with no management access added merely for convenience.

Agent

Works assigned relationships, tasks, documents, messages, and leads within the allowed workspace.

Team lead

Coordinates day-to-day team work and may have broader roster or performance visibility.

Office administrator

Supports people and work within the office responsibilities granted to the account.

Broker or owner

Holds broader brokerage authority, including sensitive roster and access decisions when enabled.

  • Full access: use only when the person should use every normal workspace feature available to that role.
  • Custom access: check only the features the person needs; a checked item means it is granted.
  • Review regularly: update access when a person's responsibilities change, not weeks later.
Brokerage roster profile showing office, brokerage role, custom feature access, market areas, and save controls
Review role and feature access together · Roster · Representative demo data

05 / Changes and departures

Protect continuity when access changes.

Stopping sign-in and moving assigned work are separate decisions. Handle both so clients, tasks, documents, and leads do not lose an owner.

Start hereA person is changing jobs, taking a temporary leave, moving offices, or leaving the brokerage.
Finished whenAccess has the intended state, every open item has a receiving owner, and the management change appears in history.

  1. Review the person's assigned work.

    Identify active relationships, tasks, follow-ups, and responsibilities that must remain with the brokerage.

  2. Choose the receiving owner.

    Reassign work to the correct active person before removal whenever possible.

  3. Suspend for a temporary stop.

    Use suspension when access should stop now but the account may return after review.

  4. Remove or archive for a confirmed departure.

    Read the confirmation carefully, verify reassignment, and preserve the activity history.

  5. Review Recent account changes.

    Confirm that the intended management action was recorded and no unexpected change followed it.

Brokerage roster showing suspend, release seat, archive, profile, and reassignment controls for an agent
Review ownership before removal · Roster · Representative demo data
Do not delete history to make a roster look clean.

Archived or inactive accounts help explain who handled past work. Keep history and remove access.

06 / Oversight

Use summaries to ask better questions.

Team summaries are operating signals, not a complete performance review. Check the work behind a number before drawing a conclusion.

Start hereYou are doing a daily or weekly review of ownership, blocked work, invitations, and access.
Finished whenEvery urgent exception has a named follow-up; a summary number by itself is not treated as the conclusion.
  • Today: look for blocked or overdue client work and make sure ownership is clear.
  • Clients: review stage mix, relationships without a next step, and work that needs reassignment.
  • Agent roster: review active status, office, role, last login, and recent activity.
  • Reports: use team patterns to coach process; do not treat one number as the entire client relationship.
Brokerage overview showing active people, work counts, current offices, and usage
Start with the roster and offices · Management review · Representative demo data

07 / Management routine

A practical review rhythm.

  • Daily: check blocked work and responsibilities that have no active owner.
  • Weekly: review pending invitations, office assignments, inactive users, and relationships without a next action.
  • Monthly: review roles and custom access, recent account changes, capacity, and team workflow patterns.
  • At every personnel change: suspend access promptly, reassign work deliberately, and confirm the activity record.

08 / Troubleshooting

Common management problems.

  • Invitation expired: resend from Pending invitations or issue a new invitation after confirming the address.
  • Agent sees too much or too little: review both the brokerage role and feature access, then ask the agent to sign out and back in.
  • Cannot deactivate an office: move its assigned people first or deliberately leave them unassigned only when that is safe.
  • Removal is blocked: confirm the receiving owner and complete any required reassignment before trying again.
  • An unexpected account change appears: preserve the activity details, stop further changes, and contact support immediately.