User Profiles' three default roles, Sales Rep, Manager, and Admin can be used as a base for a wide array of more targeted custom Profiles that reflect your organization's real-life roles. The examples below are some of the many ways in which a Profile can be customized to fit the needs of a given user or position. Conversica understands that every organization is unique, and you may find that your needs vary somewhat, but these suggestions can serve as an excellent jumping off point to create new custom Profiles, tailored to your needs.
If you would like to see the full permissions build-out for each of the roles outlined below, review the attached PDF.
Sample Core Hierarchy
The VP is interested in the big picture. Access to Reporting ensures that this role can easily access all of the metrics they might need to track progress. This role typically will not need access to more granular features or need to work leads.
Key Permissions
- View Reporting
- Download CSV
- Manage All Users - View
- No Work Leads
General Manager/Internet Director
The General Manager is in charge, with access to Assistant & Company Settings, as well as the ability to see and assign all leads. Reporting tools are all important to manage the teams at their location.
Key Permissions
- View Reporting
- Company Settings
- Assistant Settings
- Download CSV
- Manage All Users - View & Edit
- Add a User
Sales Manager/Internet Manager/BDC manager
Managers need to keep on top of their teams. Reports provide the metrics they need, and the ability to work and reassign leads ensures that workloads can be balanced when the need arises.
Key Permissions
- View Reporting
- View Lead Manager
- Work Leads
- Manage All Users - View & Edit
- Add a User
Team Lead/Sales Lead/BDC Lead
Team leads have their own leads to work, and help keep their team moving by with the ability to track and their team’s active leads with the lead manager.
Key Permissions
- View Lead Manager
- Work Leads
- Stop Messaging
- Add a User
Sales Rep/Internet sales rep/BDC Rep
The sales rep stays on top of their leads, with email & SMS notifications, the ability to view all assigned leads and reply as the assistant.
Key Permissions
- View Lead Manager
- Reply As Assistant To Stopped Leads
- Reply As Assistant To Hot Leads
Other Roles
Marketing Manager
Marketing is interested in trends and forecasting. Those responsible for marketing tasks will want access to the reporting features, but will not need to work leads.
Key Permissions
- View Reporting
- Download CSV
- No Work Leads
Receptionist
Reception is often a lead’s first contact with your organization. A receptionist can make that impression count with the ability to view all leads and access your rep’s lead notes.
Key Permissions
- View Lead Manager
- View Lead Notes
- Manage All Users - View
IT Manager, Technical Administrator
The Technical Admin keeps things orderly. As this type of user does not interact with leads or reporting, they can more easily focus on managing the settings for the Assistant, Company, and Users.
Key Permissions
- Assistant Settings - Edit
- Company Settings - Edit
- User's Own Settings - Full
- Manage All Users - Edit
- Add a User
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