Agency View Basics

Navigating the agency view

Understand the difference between agency-level and subaccount-level settings.

Beginner15 min

Purpose

This SOP helps you understand the difference between agency-level settings and subaccount-level settings. This distinction matters because many CRM platforms separate the system into two layers: - The agency or parent level - The subaccount, location, or client level The agency level is usually where broad account management, billing, templates, snapshots, SaaS configuration, user oversight, and multi-location control may live. The subaccount level is usually where contacts, opportunities, pipelines, calendars, workflows, conversations, forms, campaigns, and daily operations live. Changing the wrong level can cause confusion. Before you build, you need to know where you are.

When to Use This SOP

You are new to an agency-style CRM account
You are unsure whether you are in the agency view or a subaccount
You manage more than one client, location, or brand
You need to understand where settings belong
You are about to create users, snapshots, subaccounts, or client-level assets

Before You Start

Do not change settings while learning the difference between levels. First, explore and document. After you understand which level controls what, you can make changes intentionally.
You should have access to the agency or parent account view, if your role allows it
At least one subaccount or location
User permission settings, if you manage access
Existing documentation, if available

Step-by-Step Procedure

1
Identify which level you are in
Start by confirming whether you are in the agency-level view or inside a subaccount.
Agency-level views often show multiple accounts, locations, clients, or subaccounts.
Subaccount-level views usually show daily operating tools for one business or location, such as:
- Contacts
- Opportunities
- Conversations
- Calendars
- Workflows
- Forms
- Campaigns
- Payments
- Reporting
If you see contacts and opportunities for a specific business, you are likely inside a subaccount or location.
If you see a list of locations or client accounts, you are likely at the agency level.
2
Understand what agency view is for
The agency view is for managing the larger system.
Depending on the account setup, it may include:
- Account or location list
- User management
- Billing or subscription areas
- Snapshot management
- SaaS or resale configuration
- Agency-level settings
- Client or location creation
- Template or reusable asset management
- High-level reporting
- Brand or platform configuration
The agency view is not usually where you build the client's day-to-day pipeline or workflow. Those usually belong inside the subaccount.
3
Understand what subaccount view is for
The subaccount or location view is where the actual business operation usually happens.
This is where you will typically manage:
- Contacts
- Opportunities
- Pipelines
- Calendars
- Workflows
- Conversations
- Email campaigns
- Forms and surveys
- Websites or funnels
- Documents
- Payments
- Reporting for that business or location
Most of the 8-week Build-Before-Automate training happens inside the subaccount.
4
Avoid changing the wrong level
Before making a change, ask:
- Does this affect every account or only one account?
- Is this setting for the agency or for a specific business?
- Will this change billing, access, templates, or all subaccounts?
- Will this change contacts, workflows, calendars, or campaigns for one location?
- Could this affect a live client or active business process?
If you are unsure, stop and document the question before changing anything.
5
Review user access by level
Users may have different permissions depending on whether they are agency-level users or subaccount-level users.
Review:
- Who can access the agency view
- Who can access only one subaccount
- Who can create or edit workflows
- Who can manage contacts
- Who can manage billing or platform settings
- Who should receive lead or conversation notifications
Do not give agency-level access to users who only need to operate inside one subaccount.
6
Understand snapshot awareness
Snapshots are usually agency-level or reusable configuration tools.
They can help reuse setup patterns across subaccounts, but they can also spread a messy system if used too early.
Do not create or apply snapshots until the source account has been cleaned, reviewed, and documented.
7
Document level-specific rules
Create a short internal note that defines where your team should perform common actions.
Example:
- Create pipelines inside the subaccount
- Create workflows inside the subaccount
- Manage contacts inside the subaccount
- Manage users at the level appropriate to their role
- Manage snapshots from the agency level
- Review billing or SaaS configuration from the agency level
- Do not change agency-level settings without owner approval
This prevents team members from guessing.

Checks Before You Finish

✓You can identify agency-level view
✓You can identify subaccount-level view
✓You know where contacts and opportunities live
✓You know where pipelines and workflows are built
✓You know where snapshots are managed
✓You know which users have agency-level access
✓You know which users only need subaccount-level access
✓You documented which actions belong at each level

Common Mistakes

Watch for these

Building inside the wrong subaccount
Changing agency-level settings when you meant to change one client account
Giving broad access to users who only need limited permissions
Creating snapshots from a messy account
Assuming contacts are shared across all subaccounts
Assuming workflows built in one subaccount automatically apply everywhere
Confusing platform configuration with business process setup

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