Docs · Agents & Permissions

Adding agents, permissions and lead routing

Adding someone is the easy half. The half that bites is that an agent can exist, hold leads, and still be unable to work them because they have no number, no calendar, or no permission.

Who this is for

Admins and anyone managing a team.

Adding an agent is not the same as an agent being ready

A newly added agent can immediately be assigned leads. Whether they can actually work them depends on things that live elsewhere: do they have a calendar connected, do they have a number (if your setup is agent-owned), do they have permission to see the portal they need.

An agency-level 'set up' status does not answer any of those. Check per agent.

Ownership and routing

Leads get an owner. Routing rules decide who that is on arrival — round-robin across a team, or rules based on state or campaign. Owning a lead is what determines who a callback reaches and whose calendar an appointment lands on.

Fallback agents

You need an answer for leads and calls that don't match any rule — an inbound call from someone not in your database, or a lead whose assigned agent is no longer active. Without a fallback these go nowhere, and 'nowhere' is silent.

Agents who leave

Deactivating someone doesn't reassign their leads. Their pipeline stays pointed at an inactive person and their appointments stay on a calendar nobody's watching. Reassign deliberately as part of offboarding.

How this differs by setup

Solo agent You run everything yourself.

Captive agency The agency owns the numbers, the A2P brand and the bill.

Independent agent You're in an agency but buy your own number and register your own EIN.

How to check it worked

For each active agent, confirm they have a calendar connected, and a number if your setup is agent-owned.
Submit a test lead and confirm it lands on the agent your rules intended.
Call in from a number not in the database and confirm it reaches your fallback rather than disappearing.

Common mistakes

Adding an agent to a round-robin before their calendar is connected.
No fallback for unknown inbound callers.
Deactivating an agent without reassigning their leads and appointments.
Assuming agency-level readiness means every agent can work.

Connecting your calendar (and why the AI can't book without it)One Google connection covers both Calendar and Gmail.Agency-owned vs agent-owned phone numbersWhether everyone shares the agency's number or each agent gets their own changes routing, compliance and what happens when an agent leaves.Testing the whole system before you go liveRun one lead all the way through — text, call, AI reply, booked appointment, notification — using a real phone.

Where this lives in the app

Open this screenOpens in the app Rep calendar statusOpens in the app

This is documentation for Virtual Closer. Book a walkthrough or sign in.