Skip to content
English
  • There are no suggestions because the search field is empty.

Roles & Relationship Routing in GloveBoxCRM

In the CRM, the Agency Admin has full control to create roles and decide what each role can access. Whatever permissions the admin enables for a role inside Manage Users → Roles & Permissions will determine which modules that user can operate.

How it works

Each role (Admin, Manager, CSR, Producer, Marketer) is just a category. The actual access comes from the permissions you turn ON for that role. If a permission is enabled (e.g., “Add Contact”, “View Pipeline”, “Create Campaign”), users with that role will be able to use that module. If a permission is disabled, that module will be hidden for them.

Brief Overview of Standard Roles

Admin – Full access; can manage users, settings, roles, and all CRM modules.

Manager – Broad access to contacts, pipelines, tasks, and reports; limited settings.

CSR – Focused on service work; can access clients, renewals, tasks, and service center.

Producer – Sales-focused; can manage their leads, prospects, and sales pipeline.

Marketer – Access to campaigns, broadcasts, templates; limited client/service access.

Here is a video which shows how admin has changed the permissions for manager role for contact list. https://www.awesomescreenshot.com/video/46609913?key=b74973a8a64343c0da88328ad4d0e432

Regarding Relationship routing:

Relationship Routing controls which team member or team is responsible for different stages of the customer lifecycle. It ensures that every prospect or client is automatically routed to the correct person for:

  • Prospect Sales
  • Prospect Service
  • Client Service
  • Cross-Sell
  • Renewals
  • Claims
  • Equal Distribution

Whenever a new prospect or new client enters the GloveBoxCRM, the system automatically distributes the request evenly among the routing team members set under each category. This ensures fair workload distribution and prevents any single user from receiving all the assignments.

Example from Routing Setup:

If Cross Sell is set to Cross Sell Team, new cross-sell opportunities rotate evenly within that team.

If Renewal is set to Renewal Team, all renewal tasks are distributed equally among team members in that group.

If Service is set to Service Team, new service requests are assigned evenly to that team.

Purpose:

  • Ensures the right person/team is responsible
  • Distributes workload fairly
  • Makes routing automatic and consistent
  • Prevents missed clients or leads
  • Keeps workflows accurate and smooth