FAQ

Frequently asked questions about roles

Quick answers to common role questions.

General Questions

What are roles?

Roles control what people can see and do. Three types: Organization Roles (workspace access), Team Roles (team management), Contact Roles (deal categorization).

How many roles does each person have?

One organization role (ADMIN, CREATOR, COLLABORATOR, or GUEST)
Zero to many team roles (OWNER or MEMBER for each team)
Zero to many contact roles (BUYER/SELLER, DECISION_MAKER, etc. for each Decision Site)

Can I have multiple roles?

Yes, but in different systems:

One organization role (can't be both ADMIN and CREATOR)
Multiple team roles (can be OWNER of one team, MEMBER of another)
Multiple contact roles (can be BUYER + DECISION_MAKER on same contact)

Organization Role Questions

Which organization role should I give most team members?

CREATOR for people who create Decision Sites (sales reps, account executives)

COLLABORATOR for people who support but don't create (sales ops, sales engineers)

What's the difference between CREATOR and COLLABORATOR?

CREATOR can create new Decision Sites and own deals.

COLLABORATOR can only edit Decision Sites that others share with them.

How many ADMINs should we have?

1-2 maximum. More ADMINs creates security risk and management confusion. Most people should be CREATOR or COLLABORATOR.

Can I change someone's role later?

Yes. Organization ADMINs can change roles at any time.

Exception: GUEST cannot be upgraded directly - must re-invite with new role.

Why can't I upgrade GUEST to CREATOR?

System limitation. GUEST is treated as external user. To upgrade:

Remove GUEST user
Re-invite with CREATOR role
They accept new invitation

Do external users always have to be GUEST?

Usually yes. GUEST is view-only, appropriate for external buyers.

Rare exception: True partners who collaborate closely might be CREATOR, but this is uncommon. Use domain rules for automatic assignment.

Team Role Questions

What's the difference between team OWNER and MEMBER?

OWNER can manage team membership, add/remove members, change settings.

MEMBER can access team content but can't manage team.

Can I be team OWNER if I'm organization COLLABORATOR?

Yes. Organization role and team role are independent. A COLLABORATOR can lead a team as OWNER.

Do I need to be team OWNER to access team Decision Sites?

No. Team MEMBER can access team Decision Sites. OWNER is only for team management.

Why can organization ADMIN manage teams they're not OWNER of?

ADMIN bypass. Organization ADMIN can manage any team regardless of team role. This is intentional for org-wide administration.

How many OWNERs should a team have?

2-3 recommended. Ensures continuity if one person leaves. All OWNERs have equal power.

Contact Role Questions

What's the difference between BUYER and GUEST?

Different systems:

GUEST is organization role (controls permissions - view-only)
BUYER is contact role (affects Deal Pulse scoring - 1.5x weight)

External buyers are typically both: GUEST (permissions) + BUYER (scoring)

Does BUYER role give buyers more permissions?

No. BUYER is for analytics only (Deal Pulse scoring weight). Permissions come from organization role (usually GUEST for buyers).

Why does BUYER role matter if it doesn't affect permissions?

Deal Pulse scoring. Buyer activity counts 1.5x, so marking buyers correctly makes your score more accurate and meaningful.

When should I mark someone as DECISION_MAKER vs INFLUENCER?

DECISION_MAKER: Has final approval authority (CFO, VP, C-level typically)

INFLUENCER: Affects decision but doesn't have final approval (department heads, managers, technical leads)

Use both if appropriate: Can mark as BUYER + DECISION_MAKER

Do I have to categorize every contact with DECISION_MAKER, INFLUENCER, etc.?

No. BUYER or SELLER alone is sufficient. Add categorization (DECISION_MAKER, INFLUENCER, CHAMPION, GATEKEEPER) if you want more detailed stakeholder tracking.

Can internal team be BUYER?

Rarely. BUYER is for external buying side. Internal team should be SELLER.

Exception: Internal partnership where your company is actually buying from another part of your company.

Permission Questions

Why can't I create Decision Sites?

Check your organization role. Only ADMIN and CREATOR can create. If you're COLLABORATOR, ask ADMIN to upgrade you to CREATOR.

Why can't I see Meetings tab?

Check your organization role. GUEST doesn't have Meetings access. If you're internal team, ask ADMIN to upgrade your role.

Why can't I edit this Decision Site?

Possible reasons:

You're GUEST (view-only)
You're COLLABORATOR but site isn't shared with you
Site owner hasn't shared it

Solution: Ask site owner to share with you, or ask ADMIN.

I'm team MEMBER but can't access a Decision Site. Why?

Check team access control. If set to OWN, only owner can access (even team members can't see). Ask owner to change to TEAM or ORGANIZATION.

Can COLLABORATOR access AI Assistant?

Yes. ADMIN, CREATOR, and COLLABORATOR all have AI Assistant access. Only GUEST doesn't.

Can CREATOR access Agents?

Only if Augment employee. Agents feature requires both CREATOR/ADMIN role AND being an Augment employee.

Deal Pulse Questions

Why isn't buyer activity boosting my score?

Check contact is marked as BUYER. Organization role (GUEST) doesn't affect scoring - must assign BUYER contact role in the Decision Site.

Does SELLER activity count less than BUYER?

SELLER counts standard (1.0x). BUYER counts 1.5x. Both count, but buyer activity gets 50% bonus because buyer engagement is harder to get and more indicative of deal health.

If I mark everyone as BUYER, will my score be higher?

Technically yes, but counterproductive. Internal team should be SELLER. Gaming the score doesn't help you close deals - accurate categorization is more valuable.

Management Questions

How do I onboard a new sales rep?

Standard setup:

Invite with CREATOR role
Add to Sales Team as MEMBER
When they create Decision Sites, they mark themselves as SELLER

How do I onboard a new sales ops person?

Standard setup:

Invite with COLLABORATOR role (or ADMIN if they'll manage settings)
Add to relevant teams as MEMBER (or OWNER if they'll manage teams)
Share Decision Sites they'll support

How do I invite a buyer to a Decision Site?

Process:

Add them to Decision Site
They automatically get GUEST organization role (external email)
Mark them as BUYER contact role
Optionally categorize (DECISION_MAKER, INFLUENCER, etc.)

What happens when someone leaves the company?

Offboarding process:

Reassign owned Decision Sites to new owner
Remove from teams
Remove organization membership

Important: Don't leave Decision Sites without an owner.

Can I bulk change roles?

Yes, through Settings → Organization Members. Organization ADMINs can change multiple roles. For team membership, use team settings.

Comparison Questions

What's more powerful - CREATOR or team OWNER?

Different systems, different powers:

CREATOR can create Decision Sites (organization level)
Team OWNER can manage team membership (team level)

Neither is "more powerful" - they control different things.

Is COLLABORATOR higher than GUEST?

Yes. Access levels: ADMIN (0) > CREATOR (1) > COLLABORATOR (2) > GUEST (3). Lower number = more access.

Can COLLABORATOR do everything GUEST can do, plus more?

Yes. COLLABORATOR can do everything GUEST can do, plus edit shared Decision Sites, access Meetings, access AI Assistant.

Troubleshooting Questions

GUEST users see limited navigation:

Home only
Pulsing help button
No Meetings, no AI Assistant, no Agents

Other roles see full navigation (Home, Meetings, AI Assistant, optionally Agents)

You're a GUEST. The pulsing help button ("What's Decision Site?") is special for GUEST users. It indicates you're external with view-only access.

Departed users to remove
Changed responsibilities requiring role adjustments
ADMIN count (should stay at 1-2)
Team ownership alignment

Should I create teams for everyone?

No. Create teams when they serve a purpose (shared access, common responsibility). Not everyone needs to be on a team.

Still Have Questions?

Detailed explanations: Understanding Roles
Practical strategies: Role Selection Guide
Permission details: Permissions Matrix
Troubleshooting: Common Issues