Team and roles

Your agency in TopClosers has two roles: the owner, who administers everything, and the closer, who sells and gets coaching on their own calls. The Team page is where the owner invites, reviews and removes members — and where one single thing (the email) decides whether every recording ends up attributed to the right person.

What it is

An agency is an isolated workspace: its calls, its sales manual, its appointments and its statistics. Everyone who enters does so with one of these two roles.

Owner

Administers the agency: connects integrations, uploads and edits the manual, invites closers, and sees every call and every dashboard.

Closer

Sells. Sees only their own calls, feedback and score evolution — never a teammate’s.

Roles are not an interface decoration: the restriction is enforced on the server. A closer cannot see another closer’s calls even with a direct link.

What each role sees and can do

Area	Owner	Closer
Calls	All of the agency’s	Only their own
Analysis and coaching	On any call	Feedback on their own calls
Appointments	All, and edits the status	Only their own, and edits their status
Sales manual	Uploads, edits and versions	Reads it as a reference
Integrations	Scheduler, CRM and every recorder	Only their own recorder
Team	Invites and removes members	No access
Products	Creates and edits them	No access
Statistics and commissions	Whole agency	Depends on team visibility
Reminders	The whole team’s	Only their own
Plans and billing	Yes	No

Dashboards depend on a setting

Ranking, statistics and commissions show the whole team or only each person’s own figures depending on team visibility, which the owner controls in Agency settings. With it off, there is no way to widen that scope from the interface or from the page address.

What never changes is call access: a closer only ever sees their own recordings, transcripts and feedback.

Want to give access to somebody who does not sell?

A partner, a manager or the agency that runs yours does not fit as a closer: they would land in the rankings and be expected to take calls. That is what sharing the agency is for — it gives the full view without putting anyone on the sales team. You will find it in Agency settings.

When the person coming in doesn’t sell with you

That’s not a closer: that’s shared access

The agency that manages your team, a consultant or your business partner don’t need a closer seat. For them, share the agency from Manage → Settings → Agency: they’ll see and run everything exactly as you do, but they never enter the ranking and no calls are assigned to them. It’s covered in Sharing your agency.

How an agency comes together

The order barely matters, except on one point: no manual means no scoring, and no connected recorder means no calls. This is the usual path in short — it is covered step by step in Setup.

1. The owner creates the agency and sets its general settings, including the language reports and coaching are written in.
2. Uploads the sales manual and reviews the rubric generated from it.
3. Connects the agency’s scheduler or CRM: HighLevel, Calendly, or both.
4. Invites the closers from Team.
5. Each closer connects their own recorder and, from their next call onward, everything runs by itself.

How to invite a closer

1. As the owner, open Team.
2. Under Invite a closer, type their email — the same one they use in their call-recording tool.
3. Click Send invite. TopClosers generates an invite link and, when email sending is configured, also emails it to them.
4. Copy the link and send it yourself if you want to be sure it lands.
5. The closer opens the link, creates their account, and lands inside your agency.
6. Ask them to connect their recorder in Settings → Integrations: Fathom or Bluedot, one per person.

Until they accept, the invite sits under Pending invitations with who sent it and when it expires. From there you can copy the link again or cancel it: cancelling kills the link immediately, and you can always invite again.

The email rule (the most important thing on this page)

The invite email must match the recorder email

TopClosers attributes each recording to a person by the email it was recorded with. If you invite someone as name@youragency.com but they record in Fathom or Bluedot as name@gmail.com, their calls will not be matched to them automatically.

It is the one piece of data that ties a recording to a human being, which is why the Team page itself reminds you before the form. Check with each closer which address their recording account uses before inviting them; it is faster than fixing it afterwards.

What happens when it does not match

Nothing is lost. When a recording arrives on an email that belongs to nobody on the team:

1. The call still comes in, with its full transcript.
2. It sits in Needs attention, in a highlighted block at the top of Calls that only the owner sees.
3. The analysis is on hold: TopClosers does not score a call without knowing whose it is.
4. The owner clicks Assign closer, picks the right person, and the analysis starts automatically.

The notice also tells you why: the recording email is not on your team, or the recording arrived with no recorder email at all.

Tip

If one closer keeps landing in that queue, do not fix it call by call: change the email on their recording account so it matches TopClosers, or re-invite them with the real recorder email. From then on the queue empties itself.

Checking each member’s recorder status

Each closer records with one tool only, whichever they prefer. To see who has it connected, the owner goes to Settings → Integrations: next to the scheduler and CRM connections there is a call-recording card with one row per team member, showing which recorder each person uses and whether it is connected.

From there the owner can start a member’s connection, change their recorder or disconnect it. A closer reaches the same page but only ever sees their own row.

Switching recorder replaces the previous one — nobody records with two at once — and calls already imported stay exactly where they are.

Removing a member

Members lists everyone with access to the workspace, with their role and join date. The remove button asks for confirmation before doing anything.

When you remove a closer:

• They lose access immediately and stop receiving feedback.
• Their past calls and analyses are kept in your workspace, with their history and scores intact.

Owners cannot be removed, and you cannot remove yourself.

Hiring closers

Inside Manage → Team, next to Members, there is a second tab: Hiring. It is for when the team is too small and you want to bring someone new in. Only the agency owner sees it, and it offers two routes:

• With implementation. You book a diagnostic session with an expert and build the whole process together: selection, onboarding and follow-up. The button opens the calendar in a new tab.
• Without implementation. You fill in a short form — your name, the email you want the answer at, a contact phone number and your offer (terms, commissions, the profile you are after, hours, language) — and we put you in touch with closers from our talent pool.

The phone number is stored with its international prefix: that is where we reach you if the offer needs tightening before we move your request along. The formal answer always arrives at the email you give.

Below the form, Your requests lists what you have sent, with its date and status: Pending while we review it and Answered by email once we have written to you.

Hiring needs an active subscription

On the Free plan the section shows as locked with a padlock. It opens as soon as the agency has an active subscription. See Plans, trial and billing.

Things to keep in mind

• A member belongs to one agency. To move someone to another agency, remove them and invite them from the new one.
• Shared access does not show up on this page: it lives under Manage → Settings → Agency, and is revoked from there. See Sharing your agency.
• Changing someone’s role is not an action on this page: it is decided when you invite them.
• Invitations expire. If someone missed the window, cancel it and send a fresh one.
• Automatically emailing the invite depends on email sending being configured; the copyable link always works.
• Each member manages their own access and account details from their profile. See Account and support.
• The agency plan is the owner’s call and applies to the whole team: if the agency is on the Free plan, the limits reach the closers too. See Plans and billing.
• Quick questions about roles and access are collected in the FAQ.

Best practices

• Ask for the recording email before inviting. It is 90% of attribution problems and one question prevents it.
• Only invite the closers whose calls you want scored. Every invited person is a coaching slot, not a decorative seat.
• Clear the “needs attention” queue weekly; while calls wait there, they score nothing and count for nobody.
• Check the recorder status whenever someone new joins. A closer with no recorder connected produces exactly zero calls.
• Tell each closer on day one that they will only see their own work: it lowers friction and makes the feedback read as coaching rather than surveillance.