Assign and Manage General Collaborators on Leads in Sierra
Streamline lead management and enhance collaboration within your team.
Overview
The General Collaborator role lets you give users access to support and work a lead — without assigning them as the Buyer or Listing Agent. This is ideal for ISAs, assistants, transaction coordinators, or team members who need visibility and task access, but shouldn’t be tied to the lead as a primary role.
Table of Contents
Why This Feature Matters
This role helps teams stay organized, secure, and collaborative by:
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Improving lead management — Add support users without giving them full manager permissions.
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Enabling better collaboration — Allow ISAs or assistants to help with outreach, tasks, and follow-up.
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Preserving visibility — Keep collaborators connected to leads even when those leads move between agents or into ponds.
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Preventing role confusion — Avoid overusing Buyer or Listing Agent roles for people who aren’t responsible for the transaction.
What Is a General Collaborator?
A General Collaborator is a user who can view and work a lead, but is not considered the primary agent responsible for it.
If the collaborator is an Agent-level user, they can:
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Send messages
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Assign and complete tasks
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Manage action plans
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Update lead roles
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Log notes and activities
They are meant to support, not replace, the primary agent role.
How to Assign a General Collaborator
1. Assign from a Lead Record
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Open the lead and go to the Summary tab.
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Find the Collaborators section.
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Add or remove users as General Collaborators.
Permission required: Manager, Primary Manager, or Agent-level (if enabled in settings).
⚠ Important: You cannot add collaborators while a lead is in a pond.
To work around this:
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Assign the lead to an agent.
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Add collaborators.
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Return the lead to the pond.
2. Enable Agent-Level Assignment (Optional)
To allow agents (not just managers) to assign collaborators:
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Go to Global Site Settings.
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Enable “Allow Agent and Lender Users to Reassign Leads?”
Once enabled, agents can add or remove collaborators on their own leads.
3. Assign via Lead Routing or Tracking Links
You can automatically add collaborators when a lead is created.
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Go to Lead Routing Rules or Tracking Links.
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Add one or more users as General Collaborators.
If a user is also assigned as a Buyer or Listing Agent, they will not be added as a collaborator. Sierra will log a system note explaining why.
Best Practices
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Use collaborators for support roles like ISAs, assistants, and coordinators.
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Keep Buyer and Listing Agent roles reserved for the agents responsible for the transaction.
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Plan around ponds — collaborators travel with the lead, but must be added before it enters a pond.
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Leverage routing rules to scale your support structure automatically.
Troubleshooting Common Issues
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I can’t add a collaborator to a pond lead.
Temporarily assign the lead to an agent, add collaborators, then return it to the pond. -
A user wasn’t added as a collaborator from a routing rule.
If they were also assigned as Buyer or Listing Agent, Sierra will skip adding them as a collaborator. This is expected behavior.
FAQs
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What can a General Collaborator do?
If they are an Agent-level user, they can perform most standard agent actions: messaging, tasks, action plans, and updating roles. -
Can a collaborator see leads in a pond?
Only if they were assigned before the lead was moved into the pond. -
Can agents assign collaborators?
Yes, if “Allow Agent and Lender Users to Reassign Leads?” is enabled in Global Site Settings.