## 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

1. **Define the sales roles.** Create/adjust the roles (rep, sales manager) and the visibility scope
   (account, teams or inboxes).
2. **Assign owners.** Each contact, conversation and deal gets a responsible rep (owner).
3. **Configure distribution.** Turn on round-robin so new contacts are split automatically across the
   team.
4. **Transfer when needed.** Move the portfolio (or specific records) from one rep to another; the
   history goes with it (carry-over).
5. **Create goals.** Set each rep's quota per period (week/month/quarter) and the metric (for example,
   deals won or amount paid).
6. **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.

## See also

- [Sales & Gamification overview](/hc/ajuda/articles/sales-gamification-overview-en)
- [Goal-over-goal and collective team rewards](/hc/ajuda/articles/sales-gamification-meta-sobre-meta-recompensas-coletivas-en)
- [Gamification, leaderboard, rewards and commissions](/hc/ajuda/articles/sales-gamification-gamificacao-leaderboard-recompensas-comissoes-en)
- [Real-time wallboard (TELÃO)](/hc/ajuda/articles/sales-gamification-telao-wallboard-en)