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Team Roles name the responsibilities on a client account, such as account manager or technician. You define the roles, then assign your staff to each company. This page is for MSP staff with Company-user settings access.

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Before you start

  • You need read access to Company Users or Companies settings to open the Team Roles tab. You need write access to either one to add and edit roles.
  • Team Roles do not grant permissions. Permissions come from access groups.
  • An assignment can limit a staff member’s company selector to their assigned companies, and it decides who appears in the client’s team menu.
  • Have your list of rollout companies and the staff for each.

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Define the roles

1

Open Team Roles

In Launch Center, select Client teams in Setup guide. It opens Team Roles. You can also go to Settings > Users & Roles and open Team Roles.
2

Add a role

Click Add Role. Enter a Role Name, such as Account Manager, and an optional Description.
3

Save the role

Click Save role. A message confirms Role created successfully. To change a role later, use Edit role.
A role definition alone does not assign anyone.

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Assign staff to a company

1

Open the company

Go to Settings > Companies, open the company’s row menu, and click Edit Company.
2

Open the Team tab

Open the Team tab. It lists each Team Role.
3

Choose the people

For each role, choose the MSP staff members responsible for this company.
4

Check the result

Reopen the Team tab and confirm each role shows the right people.
To assign the same people to many companies, select the companies in Settings > Companies, open Actions, and click Assign teams. Choose the role, the people, and the companies. Check the selected company count first, because bulk assignments apply to all of them.

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Show the team to clients (optional)

1

Open the client teams menu settings

On the Team Roles tab, find the Client teams menu card and click Configure. You need write access to roles.
2

Choose what to show

Turn on Show the teams menu in the client portal. Choose which roles appear in Team Roles shown, and which details to share: name, email, phone, and profile photo. Select at least one role and one detail.
3

Check the client view

Sign in as a client user, or use your approved review process, and open the team menu in the top bar. Check the contact details before rollout.

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Check launch readiness

In Launch Center, open Live verification. Client teams have roles and member assignments passes only when every rollout company has at least one staff assignment to a defined Team Role. It is a blocking check when you chose client ticketing. Otherwise it is recommended for vCIO plans and optional.

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Provider-managed teams

If your PSA role mappings are offered, review which responsibilities sync. For mapped ConnectWise roles, sync adds and removes members to match the PSA. Roles you did not map stay manual. If an assignment keeps changing, check the mapping before you edit it again.

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Troubleshooting

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Frequently asked questions

No. They assign MSP staff responsibilities, can limit staff company scope, and control the client team menu.
No. Each rollout company needs a real staff assignment.
Mapped ConnectWise roles sync membership from the PSA, including removals.