Overview
Sales management gives each rep their own customer portfolio — their contacts, conversations and deals — with per-rep isolation, meaning one rep can't see another rep's portfolio. On top of that you define goals (quotas) per period and distribute new contacts fairly. The owner of each record tracks the customer durably: even if the conversation is archived, the ownership link remains.
Ownership is the backbone of the module: it powers rankings, individual goals and commissions. That's why the module handles the portfolio end to end — assignment, transfer (with history carry-over) and automatic distribution (round-robin).
Prerequisites
- The Sales & Gamification module enabled for the account.
- An access role with the sales management permission to configure the portfolio, transfer/distribution rules and goals.
- Reps registered as agents and assigned to the appropriate sales roles (for example, rep and sales manager).
- For full privacy between reps, the granular permissions capability must be available on your plan; without it, visibility falls back to team/inbox rules.
Step by step
- Define the sales roles. Create/adjust the roles (rep, sales manager) and the visibility scope (account, teams or inboxes).
- Assign owners. Each contact, conversation and deal gets a responsible rep (owner).
- Configure distribution. Turn on round-robin so new contacts are split automatically across the team.
- Transfer when needed. Move the portfolio (or specific records) from one rep to another; the history goes with it (carry-over).
- Create goals. Set each rep's quota per period (week/month/quarter) and the metric (for example, deals won or amount paid).
- Track attainment. Use the panel/reports to see who is near or above target.
Settings & options
- Owner (record owner): durable link on contacts, conversations and deals.
- Per-rep isolation: each rep sees only their own portfolio; managers get a broader view per role.
- Transfer: manual (one by one or in bulk) or rule-automated, with history carry-over.
- Distribution (round-robin): splits new contacts automatically.
- Goals: per rep and per period, with the metric that makes sense for the business.
- Isolation mode: tune how private the portfolio is, based on team maturity.
Use cases
- Inbound sales team: each new lead automatically drops to the next rep in line.
- Territory reorg: transfer a departed rep's portfolio to another, without losing history.
- Manager-led operation: a manager tracks everyone's portfolio; each rep sees only their own.
- Monthly goals with daily tracking on the panel and the wallboard.
Tips, limits & best practices
- Set the owner from the start — rankings, goals and commissions depend on it.
- Prefer automatic distribution to avoid lead disputes.
- When transferring portfolios, tell the team to keep the customer relationship warm.
- Start with one clear goal metric (e.g., deals won) before combining several.
Troubleshooting
- A rep can't see a contact they should: confirm they're the owner and that the role/access scope is correct.
- Leads aren't being distributed: check that automatic distribution (round-robin) is on and that there are eligible reps.
- The goal doesn't show up for the rep: check that there's an active goal in the current period and that the rep is in the correct scope.