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, Revenue won for won deals or Settled revenue for paid orders). Settled revenue reads the order ledger, so it includes registered external sales and does not count a raw charge separately.
- Track attainment. Use the panel/reports to see who is near or above target.
Who is a seller, and who the seller of each record is
Sales → Portfolio has four tabs:
- My portfolio — the records you own.
- All sellers — the consolidated view: every seller with the size of their portfolio (contacts, open conversations, open deals) and the revenue attributed to them. This is where a manager compares the team in one place.
- Sellers — the roster of who sells in this account.
- Unassigned — paid sales that were credited to nobody.
Managers open Portfolio on All sellers by default; sellers open on My portfolio. The portfolio measures the active relationship (current contacts, conversations, and deals), while historical paid sales come from the order ledger. An empty portfolio therefore does not mean the seller has never sold. To audit settled sales, use Orders with the seller filter or the commission statement.
The seller roster is not a permission: the management permission still means "administers the module"; being on the roster means "is a seller". While the roster is empty, every agent keeps being offered in the pickers and in distribution — exactly as before.
To set the seller of a record:
- Contact — in the contact panel.
- Conversation — in the Sales side panel, under Seller (portfolio), next to Handling now. They are different things: the assignee changes with every hand-over; the seller is who holds the relationship and receives the points, the goal progress and the commission.
- Deal — in the deal detail, next to the assignee.
- Many contacts at once — through the bulk action in the contacts list.
Who may change it: an administrator, anyone with sales management, or the current owner handing their own client over. A seller cannot help themselves to somebody else's client. Every change is recorded in the portfolio transfer log.
Mind the isolation. Per-seller isolation (a seller cannot see another's portfolio) only takes effect with granular permissions available and the isolation mode configured. Without it, management is administrator-driven and visibility follows the team/inbox rules.
Following commercial approvals
Open Sales → Management → Approvals for the queues available to your role. In the commercial queue, search by deal or justification, filter the status and open the details before deciding. A request can be pending, approved, rejected or cancelled; when invalidated, read the displayed reason.
Permission to manage Sales does not replace approver configuration. The account can limit decisions to administrators or specific users. Self-approval may be disabled even for managers with their own portfolios.
Compare the requested terms with the current deal. Changed conditions can require another review. Receiving a request is not completed closing. When paid-credit retention is enabled, check the linked points and commission after the request is resolved.
Reviewing commissions and affiliates
In Sales → Commissions, choose Sellers or Affiliates to review that payee type. The seller filter appears in the sellers view; it does not filter the affiliates view. Check the active tab and period before comparing amounts or opening a statement.
On the Affiliates page, use the available search and filter to find a record. Actions to review commissions without a payee and add an affiliate remain in the header. On narrow screens, the controls flow onto additional rows; read the full label before choosing an action.
Choosing a goal plan
Open Goals and select a plan from the list. Each item shows its full name, frequency and date range, even when the text wraps onto several lines. Check that period before comparing progress. Editing and deleting are separate from selecting a plan and follow your role's permissions.
On mobile, selecting a plan opens its detail panel; use the back action to choose another. Switching plans does not change their saved names, periods or amounts.
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.
- The portfolio is empty but commissions exist: portfolio shows active links; historical payments remain in the ledger. Review Orders by seller and the period statement.