Roles and permissions

Trama has three roles, and everyone on your team has one. The role defines what they can see and do inside the platform. On top of that, the Owner can adjust two visibility settings to decide how much information sales reps share with each other.

The three roles are:

• Owner: full control of the account. Sees the whole agency operation and configures the team's permissions.
• Admin: runs the day-to-day operation (team, catalog, customers, agents) without access to the permissions settings.
• Member (Sales rep): works their own opportunities and customers, with a view focused on their own performance.

The Owner

The Owner has the complete view of the business:

• Mission Control: sees the whole organization: all sales reps, campaigns, and amounts. The weekly digest email is sent only to the Owner.
• Opportunities: sees the entire pipeline, the metrics, and the per-seller filter. Decides whether sales reps see the whole pipeline or only the opportunities assigned to them.
• Customers: sees all customers and their metrics. Can reassign the owner ("assignee") of any customer, and decides whether the team sees all customers or only their assigned ones.
• Team, Catalog, and Agents: full access. Creates, edits, and deletes catalog packages, manages the team, and enters the agents' configuration.
• Permissions and visibility: the only one who can open this settings screen and adjust the two visibility settings.

The Admin

The Admin runs the operation but doesn't configure permissions:

• Mission Control: sees a personalized view focused on their own performance and how to improve (not the global view of the whole agency). Doesn't receive the weekly digest email.
• Opportunities: sees the pipeline, the metrics, and the per-seller filter. Their pipeline scope depends on the setting the Owner configured.
• Customers: sees customer metrics and can reassign the assignee. If the Owner limited visibility, sees only their assigned customers (plus those without an assignee).
• Team, Catalog, and Agents: management access. Creates, edits, and deletes catalog packages, manages the team, and enters the agents' configuration.
• Permissions and visibility: cannot access this screen.

The Member (Sales rep)

The Sales rep has a view focused on their own work:

• Mission Control: sees a personalized view centered on their own performance and how to improve, not the full agency operation. Doesn't receive the weekly digest email.
• Opportunities: sees the pipeline (the whole pipeline or only theirs, depending on what the Owner configures) and can move their opportunities. Doesn't see the metrics or the per-seller filter.
• Customers: sees their assigned customers (plus those without an assignee, so they can pick them up). Doesn't see customer metrics.
• Catalog: can view the packages, but cannot create, edit, or delete them. Doesn't see catalog metrics.
• Agents (Inquiries): can view the section, but not the Summary/Configuration tabs or the agents' configuration. Doesn't see the metrics.
• Team: no access.

Tabs, metrics, and reactivation

Some rules apply to every role, regardless of the configuration:

• Pipeline and Out of funnel: the tabs are visible to everyone. Anyone on the team can reactivate an opportunity that fell out of the funnel.
• Metrics: the metrics for Opportunities, Customers, Catalog, and Agents are visible only to the Owner and the Admin.
• Team: the entire section is visible only to the Owner and the Admin.

The customer assignee

Each customer has an assignee: the member responsible for that relationship.

• It's assigned automatically to the sales rep who takes the lead.
• The Owner and the Admin can reassign it at any time.
• Customers without an assignee stay visible to the whole team, so anyone can pick them up.

This assignee is the basis of per-customer visibility: if the Owner limits visibility, each person sees only the customers (and the conversations of those customers) they're assigned to.

The visibility settings

From the Permissions and visibility screen, the Owner turns on two settings (only the Owner can access this screen):

The Customers setting also covers the conversations in Agents (Inquiries): if visibility is limited, each person sees only the conversations of their assigned customers. Conversations with no assigned customer stay visible to everyone.

Summary by section