Agent
Works assigned relationships, tasks, documents, messages, and leads within the allowed workspace.
Quick answer
Check authority before changing another person’s work.
Management screens are for authorized brokerage roles. Plan one change at a time—office, invitation, role and access, or ownership—then review the resulting state before moving to the next change.
Before you startSign in with your own manager account and confirm the brokerage workspace.
Ask for helpAsk the owner or an authorized manager when a control is missing or a change is blocked.
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.
Sign in with your management account.
Do not use an agent's login to administer the brokerage.
Confirm the brokerage workspace.
Check the workspace and your account before opening Agents. Stop if the team name is not the one you expected.
Open Agents.
Review the roster summary, current offices, pending invitations, and recent account changes before editing.
Choose one management task.
Complete office setup, an invitation, an access change, or a work reassignment as a separate reviewed action.
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.
Open Offices and usage in Agents.
Review existing office names and active status so you do not create a duplicate.
Add the office name and primary market.
Use the name the brokerage uses internally. Choose a primary market only when one clearly applies.
Save and confirm the office appears.
Assign agents only after the office is visible in the office list.
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.
Choose Invite an agent.
Enter the individual's work email and an optional display name.
Assign the office and market areas.
Leave the market area broad only when the person is meant to work across the brokerage.
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.
Review feature access.
Choose full workspace access only when appropriate. With custom access, check only the features the person needs.
Send the invitation and monitor Pending invitations.
Resend from the pending list if needed. Revoke an invitation when the recipient or email was wrong.
Or create the account directly.
When you don't want to wait on an email invitation, create an active agent account immediately with an owner-set password (minimum 8 characters) instead — the same office, role, permissions, and market areas apply.
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.
Bulk invitation uses a CSV with email, brokerage role, office, permissions, and market-area columns, capped at 200 rows or 500KB. Uploading runs a dry-run validation first — invalid emails, duplicates, unknown roles, permissions, offices, or market areas are flagged per row — so you see the full preview before anything is created; only valid rows commit, and the result reports any invitation emails that failed to deliver.
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.
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 — hard-scoped to that one office: an office administrator cannot create a new office, and cannot manage another office's agents or invitations. Their own invitations default to their own office.
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.
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.
Review the person's assigned work.
Identify active relationships, tasks, follow-ups, and responsibilities that must remain with the brokerage.
Choose the receiving owner.
Reassign work to the correct active person before removal whenever possible.
Suspend for a temporary stop.
Use suspension when access should stop now but the account may return after review.
Reset a password when someone is locked out.
Force-set a new password for an agent on their behalf. This is refused for an account whose credentials are managed by the brokerage's single sign-on connection — direct them to their identity provider instead.
Remove or archive for a confirmed departure.
Removal permanently deletes the agent after you confirm and choose a replacement to receive their open work in one transaction; archiving is lighter — it clears active status and seat without the full reassignment flow, and an archived agent can be restored back onto the roster later.
Review Recent account changes.
Confirm that the intended management action was recorded and no unexpected change followed it.
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 / Seats and capacity
Control paid seats independently of active status.
A named-user billing seat and an agent's active status are related but separate switches — reactivating a suspended agent is blocked unless a seat is currently assigned to them.
Start hereYou're onboarding or offboarding someone, or reviewing whether the brokerage is paying for seats it isn't using.
Finished whenSeat assignments match who is actually active, and any bulk change has been checked against your plan's capacity.
Assign or release a seat.
Grant a paid seat to one agent, or release it; assigning checks your subscription's remaining capacity first, and releasing a seat automatically suspends that agent.
Bulk-move or bulk-toggle multiple agents.
Select a set of agents and reassign all of them to a different office, or toggle their seat assignment together, in one request — capacity is checked before it applies.
Review seat-remediation suggestions.
The Agents page surfaces seat-holding agents who are inactive or have no assigned work, as candidates to release a seat from and control cost.
Check unassigned work.
Counts of client households, tasks, document requests, and claimed leads with no owning agent are surfaced on the Agents page as an oversight signal, separate from the seat count itself.
07 / Billing and subscription
Manage the brokerage's plan from Account Settings.
Billing management reaches the same Stripe-backed subscription tools available to any account, plus the ability to hand that responsibility to someone else.
Start hereYou need to change how many seats the brokerage pays for, review an invoice, or adjust who can manage billing.
Finished whenThe subscription reflects the brokerage's real seat count and billing cadence, and the right person has billing authority.
- Billing portal: open the customer billing portal to review invoices and update the payment method.
- Seats and capacity: preview and apply changes to named-user seat count and Journey profile-block capacity.
- Billing interval: switch between monthly and yearly billing.
- Cancel or resume: schedule the subscription to cancel at period end, or resume a cancellation already scheduled.
- Delegate billing: as the owner, grant one named agent the ability to manage billing without giving them roster authority over the rest of the team — or revoke that delegation later.
08 / Single sign-on and SCIM
Connect an identity provider for the whole brokerage.
Enterprise identity is optional and lives alongside normal invitations — once configured, it changes how affected accounts sign in and how their passwords are managed.
Start hereYour brokerage's IT team wants sign-in and provisioning centralized through an identity provider.
Finished whenThe connection is active and tested, and you understand that identity-managed accounts can no longer have their password reset from inside Seam.
- Configure single sign-on: save an OIDC connection (issuer URL, client ID and secret) or an LDAPS bridge (server URL, bind DN, base DN), and toggle it draft, active, or disabled. Discovery attempts are rate-limited.
- Issue a SCIM token: generate a labeled, one-time-visible token for automated user provisioning from your identity provider.
- Revoke a SCIM token: revoke an existing active token when it's no longer needed or may have leaked.
09 / Compliance queue
Review flagged closing transactions across every agent.
The Compliance page is a top-level review queue, separate from any one agent's Transactions workspace.
Start hereA closing transaction packet has been flagged or blocked somewhere in the brokerage.
Finished whenEvery flagged packet has a recorded disposition.
See every flagged or blocked closing packet across every agent, optionally filtered to one agent, and record a review with a disposition of reviewed or escalated, plus a note.
10 / Commission report and rollup
See money and structure across the whole brokerage.
Brokerage-wide commission report
A rollup ledger of commissions and payout state across every closed transaction in the brokerage — brokerage management always qualifies for this view, where an individual agent needs an explicit grant.
Cross-account rollup
If your account is linked to other customer accounts (a multi-office brokerage spanning separate accounts), see a combined roster, pipeline, and summary across every linked account. Linking or unlinking those accounts in the first place is handled by Seam, not self-service.
Team performance trends
Daily trend lines for leads claimed, leads won, and activity over the last 30 days, brokerage-wide, with a breakdown by office when the brokerage has more than one.
11 / Password resets and your own account
Two different account-level actions.
Resetting someone else's password is covered in Changes and departures above. Your own account works differently: request deletion of your own manager account from Account Settings, which deactivates it immediately and schedules erasure after a grace window. This is refused if your account is managed by single sign-on or SCIM, and refused if you are the brokerage's only active management account — promote a replacement manager first.
12 / Roster on mobile
A read-only view in the mobile app.
The mobile app gives brokerage management (and any delegated broker, team lead, or office administrator) a roster screen listing every agent with their role, office, and active status, filterable by office. There is no invite, edit, remove, office, billing, or identity control on mobile — every management write action lives on the web portal.
13 / Your own agent workspace
You're also a working agent.
A brokerage management account is a working agent account first: alongside the management-only Agents, Compliance, and Rollup pages, you get every item in the standard agent navigation — Today, Leads, Clients, Communications, Calendar, Find Leads, the full analytics and Assistant tooling, Transactions, Collaboration, Campaigns, and CRM Migration/MLS Import. The real estate agent guide covers that side of the workspace in full.
14 / 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.
- Recent account changes: the Agents page keeps a running log of management actions — invitations, removals, seat and role changes, and more — each with the actor, a timestamp, and the target agent, so you can see who changed what.
15 / 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.
16 / 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.