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Team Management groups your people into teams and, for admins, sets up how new leads, loans and contacts get routed to them instead of sitting unassigned. Open Teams near the bottom of the sidebar, above your name. It only appears on a paid plan; a free plan does not show it at all.
Team Management and Manage Team are two different screens that happen to share a name pattern. Manage Team is about people: who is on the roster, their role, their seat and their login. Team Management is about grouping people into teams and routing records to them. An admin usually needs both, for different reasons.

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What everyone can do

Anyone with a live account, other than a client or demo login, can open Team Management. They land on the Teams tab and an Unassigned Queue tab, and both only show what’s relevant to them:
  • Teams only lists teams they lead, created, or belong to as an active member — not every team in the company.
  • New Team is available to everyone. If you’re not an admin, you’re set as the team lead of any team you create, and can edit or archive it afterward, but you can’t reassign a team to a different lead.
  • Unassigned Queue only shows records sitting in claim ponds they’re an active member of.

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What only an admin sees

Admins get everything above, plus:
  • The three summary cards at the top: Teams, Assignment Ponds and Pending Claims, counting across the whole company.
  • The Ponds tab, and the ability to create, edit and archive any pond.
  • The ability to edit or archive any team, not just the ones they lead.
  • The full Unassigned Queue, across every pond in the company instead of just their own.
The Pending Claims summary card only counts the records loaded on the current page of the queue, not the full count. The Unassigned Queue tab’s own heading shows the true total instead, so use that number rather than the summary card when you need an accurate count.

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Teams

A team is a name, an optional description, a team lead, a set of members, and which record types it covers: Lead, Loan and Contact. Each team shows up as a card with its member photos, its lead, and which record types it supports. Record Visibility, an option on the team form, shares the team lead’s own leads, loans or contacts with the rest of the team without adding every member to each record one by one. You choose which record types are shared and whether members get view-only or view-and-edit access. Edit and Archive appear on a team’s card for its lead and for admins. Archiving removes a team from these lists — it doesn’t delete the underlying records or memberships.

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Assignment ponds

A pond is how unclaimed records get handed out. Each pond has a name, a list of members, which record types it covers, and one of two distribution methods: A pond can optionally be tied to a team, in which case its member list starts from that team’s members. You can turn on notifications so members are alerted when a record lands in the pond, over any combination of in-app, email and SMS. Edit and Archive sit at the end of each pond’s row; only admins can create, edit or archive a pond.

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The unassigned queue

The queue lists records waiting to be claimed, with the record’s name, its type, contact details, its current status, which pond and team it belongs to, how it arrived, and when it was queued. Click Claim on a row to assign that record to you. Check several rows, or the header checkbox for everything on the page, and Claim Selected claims them all in one step and reports back how many succeeded. The queue shows 10, 25, 50 or 100 rows at a time, and the count in the tab’s own heading and the “Showing X to Y of Z” line both reflect the full queue matching your search, not just the loaded page.