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How to Use the General Collaborator Role in Sierra

Streamline lead management and enhance collaboration within your team.

 

Why This Feature Matters

The General Collaborator role empowers teams by providing greater flexibility in managing lead visibility and involvement without sacrificing agent role assignments. This feature is vital for:

  • Efficient Lead Management: Assign ISAs or assistants to leads while restricting full manager permissions, facilitating better workflow without compromising security.
  • Enhanced Team Collaboration: Enable collaborators to support lead engagement and task management seamlessly.
  • Visibility for Non-Primary Agents: Maintain lead visibility for agents who are not primary, even if leads are moved to a pond, ensuring everyone stays informed.
  • Avoid Role Overloading: Prevent the over-assignment of traditional roles like Buyer or Listing Agent, keeping responsibilities clear and focused.

Step-by-Step Instructions

Assign a General Collaborator (Lead Detail Page)

  1. Navigate to a lead’s Summary tab.

  2. Locate the Collaborators section.

  3. Click to add or remove Users as General Collaborators.
    Requires Manager, Primary Manager, or enabled Agent-level permissions.

⚠️ Leads already in a pond cannot be assigned collaborators. To assign:

  1. Reassign the lead to an agent.
  2. Add collaborators.
  3. Then return the lead to the pond.

Enable Agent-Level Assignment of Collaborators

  • Go to Global Site Settings.
  • Toggle: “Allow Agent and Lender Users to Reassign Leads?” This enables Agent-level Users to assign/remove collaborators.

Assign Collaborators via Lead Routing or Tracking Links

  1. Go to Lead Routing Rules or Tracking Links.

  2. Add one or more General Collaborators to auto-assign.

Note: If a User is also being assigned as Buyer or Listing Agent, they will not also be added as a General Collaborator. A system note will be logged.

Best Practices

  • Support Core Roles: Use this role to provide necessary support to ISAs, transaction coordinators, or assistants, allowing agents to focus on their primary responsibilities.
  • Maintain Role Clarity: Don't overload the Buyer/Listing Agent roles with non-core responsibilities to ensure clarity in your team's workflow.
  • Understand Lead Reassignment: Remember that collaborators carry with the lead when reassigned but can’t be added while the lead is in a pond.
  • Leverage Lead Routing: Use lead routing effectively to structure support assignments for optimal efficiency.

Troubleshooting Common Issues

Issue: Cannot assign a collaborator to a pond lead
Fix: Temporarily assign the lead to an agent, add collaborators, then reassign to the pond.

Issue: User not assigned as a collaborator in routing rule
Fix: If the same User is also assigned as a Buyer or Listing Agent, they will not be added as a collaborator—this is expected behavior.

FAQs

  • What can a General Collaborator do?
    If they are an Agent-level User, they can perform all actions normally available to an assigned agent: change lead roles, assign tasks, send messages, manage action plans, etc.
  • Can a General Collaborator see leads in a pond?
    Only if they were assigned before the lead was placed into the pond.
  • Can agents assign collaborators?
    Yes, if the setting “Allow Agent and Lender Users to Reassign Leads?” is enabled in Global Site Settings.