Manager

Who this is for

Managers oversee the full pipeline: sales, dispatch, projects, and payments. Managers have the widest access of any non-admin role and are the usual escalation point when something needs a decision (an approval, a pricing exception, an unsell/reissue). If you're responsible for a team's overall performance across multiple functions, this is your role.

What you can access

Sidebar pages: essentially everything a non-admin role can see —

• Mission Control (/), Field Portal (/field)
• Customers, Opportunities, Projects
• Dispatch (full read/write) and Routing
• Schedule and My Schedule
• Appointments, Call Recordings
• Proposals, Payments
• Price Book, Catalog, Configurator, Imagine, Inspirations, Gallery
• Communications, Training
• Approvals queue (/approvals) — not in the sidebar, bookmark or use the direct link.
• Two Admin sub-pages: Warranty Content (/admin/pricebook-warranty) and Feedback (/admin/sandbox-feedback).

What you cannot do

• You cannot access most of Admin: Users, Permission Sets, Tags, ServiceTitan Integration/Mapping, Internal Notes Guidelines, or Sales Coaching — those are Admin-only.
• Even though you can see almost every page, you should generally stay in your lane day-to-day — e.g., don't override a Reconciler's release decision without reviewing their notes first.
• You cannot invite/deactivate users or edit Permission Sets — only Admin can, even though your UI looks nearly identical to Admin's in places.

Your typical day

1. Check Mission Control across the team, not just your own tasks.
2. Review the Approvals queue (/approvals) for pending decisions — e.g., approving a 100% down with discount payment option (button reads Approve 100% down with discount).
3. Spot-check Dispatch and Schedule for the day's crews and appointments.
4. Review Opportunities for deals stuck in a stage too long, or proposals needing an unsell/reissue.
5. Check Projects for jobs blocked at reconciliation or manufacturing release.
6. Review Call Recordings for coaching (ADD adherence, red/yellow/green status).
7. Handle Warranty Content or Feedback items in the Admin sub-pages you have access to.

Step-by-step guides

Approve a discounted payment

1. Open /approvals.
2. Input: none — review the pending request (customer, amount, discount requested).
3. What happens: click Approve 100% down with discount to approve a 100% down payment with the associated discount; this unblocks the payment for the CSR to collect.

Unsell and reissue a proposal

1. Open the Opportunity, confirm the correction needed with the Door Expert.
2. Input: reason for reversal.
3. What happens: the sold status is reversed ("unsold"); the old proposal remains as a record but is no longer active. The Door Expert/Design Concierge then rebuilds and sends a new proposal in the Workbench — this is the only way to "correct" a proposal, since they're immutable.

Review and adjust dispatch

1. Open /dispatch.
2. Input: select a job, change crew/time as needed.
3. What happens: same full read/write access as a Dispatcher — use this for spot-checks or when a Dispatcher is unavailable.

Manage warranty content

1. Open /admin/pricebook-warranty.
2. Input: warranty terms/text to add or edit.
3. What happens: updates the warranty options available to Door Experts/Design Concierges in the Workbench.

Review feedback

1. Open /admin/sandbox-feedback.
2. Input: none — browse submitted feedback.
3. What happens: view feedback submitted from the sandbox/demo environment; use it to prioritize product fixes with the Admin team.

Edge cases

• Duplicate customer: as a Manager, you're often the one asked to merge or resolve duplicate customer records — confirm with both reps involved before merging, since call history and recordings are tied to the record.
• Wrong pipeline stage: if a deal is stuck, check whether an expected event (payment, scope validation) actually completed before manually forcing a stage change.
• Read-only dispatch for CSR: if a CSR escalates that they can't edit Dispatch, that's expected — grant Dispatcher access via a Permission Set only if it's truly needed for their role, rather than as a one-off workaround.
• Immutable proposal needing correction: this is the most common Manager escalation — see the unsell/reissue guide above. Don't attempt to edit a proposal directly; there's no edit path.
• Missing property data: not usually something to intervene on unless it's blocking a sale — the field team should proceed with manual measurements.
• ServiceTitan push blocked: if a "Door / slab" job is stuck, this needs an Admin to remap the material at /admin/servicetitan-mapping — you can flag it but can't fix the mapping yourself.

When something looks wrong

• Approval queue item won't process → /help/troubleshooting/common-issues
• Proposal needs correction → /help/troubleshooting/common-issues
• Dispatch/Schedule conflict → /help/troubleshooting/common-issues
• Project blocked at manufacturing release → /help/troubleshooting/servicetitan-sync
• Access denied on a page you expected to see (rare for Managers, but check Permission Sets) → /help/troubleshooting/access-denied