Admin

Who this is for

Admins run the system itself: inviting users, assigning roles and permission sets, managing integrations, and maintaining shared content like warranty text and sales coaching prompts. If you're responsible for who has access to what and how the system connects to ServiceTitan, this is your role.

What you can access

Admins bypass every UI page gate — every sidebar page and every route in the app is reachable, including all other roles' pages. In addition, Admin-only pages:

• Users (/admin/users) — invite, deactivate, assign roles.
• Permission Sets (/admin/permission-sets) — grant extra pages/access on top of a role's defaults.
• Tags (/admin/tags)
• Warranty Content (/admin/pricebook-warranty) — also available to Managers.
• ServiceTitan Integration (/admin/integrations/servicetitan) and ServiceTitan Mapping (/admin/servicetitan-mapping) — Integration page also available to Executives, Mapping is Admin-only.
• Internal Notes Guidelines (/admin/internal-notes-prompts) and Sales Coaching (/admin/sales-coaching)
• Feedback (/admin/sandbox-feedback) — also available to Managers.
• Framer integration (/admin/integrations/framer) — the website form webhook that creates new leads.

What you cannot do

• Nothing is UI-gated against you. Your real responsibility boundary is process, not access: be careful with Users and Permission Sets changes, since they immediately change what real staff can do.
• You are functionally identical to Executive in the UI (both bypass all gates) — the difference is that only Admin can invite/deactivate users and edit Permission Sets server-side. If an Executive asks you to change their own access, that request still has to go through you.

Your typical day

1. Review Users for pending invites or role changes needed (new hire, role change, offboarding).
2. Check Permission Sets for one-off access requests from Managers (e.g., a Manager who also needs Configurator access).
3. Monitor the ServiceTitan Integration page for sync health.
4. Check ServiceTitan Mapping for any blocked material pushes (e.g., the known "Door / slab" SKU 39723877 issue) and remap as new SKUs become available.
5. Review Feedback submitted from the sandbox/demo environment.
6. Update Warranty Content, Internal Notes Guidelines, or Sales Coaching prompts as policy changes.
7. Spot-check that the demo-data flag is off for any production user accounts.

Step-by-step guides

Invite or deactivate a user

1. Open /admin/users.
2. Input: email address and role (door_expert, csr, project_manager, dispatcher, design_concierge, reconciler, manager, executive, installer, admin).
3. What happens: an invite is sent; once accepted, the user gets the sidebar pages and quick actions for that role automatically. Deactivating a user immediately blocks their sign-in.

Grant extra access via a Permission Set

1. Open /admin/permission-sets.
2. Input: select or create a permission set, list the additional page keys to grant (e.g., add configurator to a Manager who also does design work), then assign the set to the specific user.
3. What happens: the user's role stays the same, but they gain the extra page(s) in their sidebar on top of their role default. Permission sets are additive only — they never remove access a role already has.

Fix a blocked ServiceTitan material mapping

1. Open /admin/servicetitan-mapping.
2. Input: the material bucket (e.g., "Door / slab") and an active ServiceTitan SKU to map it to.
3. What happens: once mapped, previously blocked pushes for that bucket can succeed. As of now, SKU 39723877 was deleted on the ServiceTitan side and this bucket is blocked until a new active SKU is mapped.

Update warranty content or sales coaching prompts

1. Open /admin/pricebook-warranty (warranty text shown in the Workbench) or /admin/sales-coaching (ADD coaching prompts used for call scoring).
2. Input: updated text/rules.
3. What happens: changes apply immediately to new proposals (warranty) or new call scoring (coaching) — existing sent proposals/past recordings are not retroactively changed, consistent with proposals being immutable.

Review sandbox feedback

1. Open /admin/sandbox-feedback.
2. Input: none — browse submitted items.
3. What happens: use this to track recurring pain points across roles; escalate product bugs appropriately.

Edge cases

• Duplicate customer records: Admins are sometimes the last resort for merging duplicate customer records tied to call recordings/appointments across multiple reps — confirm with the Manager before merging, since it can affect reporting.
• Wrong pipeline stage caused by a permission gap: if a role seems to be missing an action that should exist for them (e.g., a CSR who should have Dispatcher write access per team policy but doesn't), check whether they need a standing Permission Set rather than one-off manual fixes.
• Immutable proposal needing correction: Admins don't have a special "edit" path either — proposals are immutable for everyone. The only fix is unsell-and-reissue via the sales role/Manager.
• Demo-data flag left on: if a production user's account shows sandbox/demo data, turn off the demo-data flag for that account immediately — this is a known gap to actively guard against (rule 6 in the known gaps list).
• Ungated routes reachable by URL: remember that /bookings/new, /estimate, /workbench, most /admin/* pages, and /csr-intake aren't page-gated for any role — don't assume the sidebar reflects a hard security boundary when auditing access.

When something looks wrong

• User can't sign in after being invited → /help/troubleshooting/access-denied
• Permission Set changes not taking effect → /help/troubleshooting/access-denied
• ServiceTitan sync or push failures → /help/troubleshooting/servicetitan-sync
• Feedback or coaching content not saving → /help/troubleshooting/common-issues
• Suspected demo data in a production account → /help/troubleshooting/common-issues