The team, roles and field accounts
Reading time: 7 min
Each person on your team has their own account and a role. The role decides what they see and what they can do. These rights are checked by the server, not just hidden on screen: a missing button is not simply a matter of display, the action would be refused even by another route.
12.1 The five roles
| Role | In one sentence |
|---|---|
| Owner | Management: everything, including settings, accounts, finance, the Vetexis subscription and closing the concierge service. |
| Manager | Operations manager: everything except closing the concierge service, the Vetexis subscription and appointing an owner; sees finance. |
| Concierge | Full operations (clients, bookings, inbox, schedule, catalogue, suppliers), without costs, margins or invoicing. |
| Accounting | Invoicing, payments received and reports; read-only for everything else. |
| Field | Their assignments and their calendar, on the phone; no prices, no inbox, no client list. |
What each role can do, in detail
| Owner | Manager | Concierge | Accounting | Field | |
|---|---|---|---|---|---|
| Inbox: read | Yes | Yes | Yes | Yes | No |
| Inbox: write, approve or edit held replies | Yes | Yes | Yes | No | No |
| Bookings: create, edit, decide | Yes | Yes | Yes | No (read-only) | Their assignments: Start, Finish |
| Override a notice period | Yes | Yes | No | No | No |
| Team schedule | Yes | Yes | Yes | Yes | No (their assignments and their calendar) |
| Clients | Everything | Everything | Records, without export or erasure | Read-only | Those of their assignments |
| Export or erase a client | Yes | Yes | No | No | No |
| Catalogue: edit | Yes | Yes | Yes | No | No |
| Suppliers | Everything | Everything | Without terms or commission | No | No |
| Properties | Everything | Everything | Create and edit, without import or the outgoing calendar feed | Read-only | Those of their assignments |
| Access codes | Yes | Yes | Yes | No | On the days of their assignment |
| Costs, commissions, margins | Yes | Yes | No | Yes | No |
| Invoicing, payments, reports | Yes | Yes | No | Yes | No |
| Quotes | Yes | Yes | Yes | Read-only | No |
| Concierge service settings | Yes | Yes | No | No | No |
| Team: invite, change a role | Yes | Yes | No | No | No |
| Appoint an owner | Yes | No | No | No | No |
| Vetexis subscription: pay, change, cancel | Yes | No (read-only) | No | No (read-only) | No |
| Close the concierge service | Yes | No | No | No | No |
Online payment notices (received, refunded, disputed) are shown to the whole office, but only the roles with invoicing (owner, manager, accounting) can read the amount in them. The concierge sees “Online payment received.”, without an amount; the field team receives none of these notices. The server removes the amount before sending: it is not just a matter of display.
Everyone has My account: profile, security, notifications, calendar.
12.2 Field accounts
For whom: housekeeping, guest welcome, drivers, maintenance. Those who carry out the assignments, not those who sell them.
What they see, on their phone:
- their assignments, with the time, the property, the client's first name, directions and a button to call them;
- their calendar (and the link to their phone's calendar);
- the clients and properties of their assignments (recent, over the last 30 days, or upcoming);
- a property's access codes on the days of their assignment only (every day for an assignment lasting several days);
- internal notes (they can write them).
What they do not see: prices, the inbox, the full list of clients, properties or suppliers, requests to approve, properties' imported calendars, any financial data. A “discreet” client appears to them under their code name. A record outside their scope behaves as if it did not exist.
Why separate accounts. A concierge service often has many people in the field. Giving them full access would be pointless and risky; giving them limited access, suited to the phone, makes their day simpler and protects your clients. That is also why a field account costs much less than a full account: plans include more of them, and the “Extra field account” add-on costs €5 a month, against €25 for a full account (chapter 14).
External suppliers (an independent chef, a boat hire company) are not field accounts: they have their own space, free of charge and with no seat to pay for (chapter 9).
12.3 The Team page
Where: Team in the sidebar. Who: the owner and managers.
The members, in a table: Member, Role, WhatsApp, Job title, Alerts, Last sign-in, Member since. Under the table, the free seats on your plan: “Free seats: 0 full accounts · 2 field accounts”.
Each member's “…” menu (never on yourself):
- Change role: takes effect immediately. Only an owner can appoint an owner. Moving from a field role to a full role (or the other way round) takes a seat of the other kind.
- Edit details: WhatsApp number (in international format: the assistant recognises it as a team number, never as a client), Job title (“Villa manager”, “Driver”), Receives alerts (escalations, urgent requests and questions from the assistant).
- Remove from team: the person loses access immediately; their past actions stay in the log. Their upcoming assignments (requested, offered, confirmed or in progress) are unassigned: they appear in the Unassigned column of the schedule and in the evening risk list, and managers are alerted (“3 of Marco's assignments to reassign”).
Pending invitations, with their expiry date and Revoke.
The activity log: the last fifty actions on the concierge service, each in one sentence (“Role changed from Concierge to Manager”, “Invitation sent (Field)”, “Booking confirmed”, “Invoice issued”, “Settings changed: Assistant, Client languages”, “Password changed”), with who did it and when. Automatic, repetitive entries (the booking clock every five minutes, archiving a PDF, uploading a file already recorded elsewhere) do not appear. Show all expands it.
12.4 Inviting a member
- Invite (at the top of the page).
- Email address and Role. Each role is described, and says whether it takes a full account or a field account. An owner cannot be invited: invite, then promote from the list.
- Send invitation: the person receives an email with a link valid for seven days. A new invitation to the same address replaces the previous one.
- On opening the link, they see “Join Riviera Conciergerie” and the role offered, and create their account (their name, then a password and a code received by email) or sign in if they already have one. The invitation must be accepted with the address it was sent to.
No seats left? The screen says so before sending rather than after a refusal: “Your Pro plan includes 5 full accounts, already taken. Someone who only does missions can be invited as a field account.”, with the ways out: the extra account add-on or a bigger plan (which only the owner can take). Pending invitations count towards the seats.
Once a member has joined: ask them to save their WhatsApp number in Settings › Profile: they will receive their assignments and requests to approve (depending on their role) and will be able to use the WhatsApp console (chapter 4).
12.5 Settings › Team
Where: Settings › Team. Who: the owner and managers.
- Members: the count (“4 full accounts · 2 field accounts”) and Manage members (the Team page).
- Who receives requests to approve: The managers, The assigned member, or Whole team (chapter 4).
- Roles: what each role can and cannot do, in plain words, and the explanation of field accounts.
12.6 Several concierge services (Network)
With the Network plan, an owner can manage up to three concierge services under one subscription: the concierge service menu (top left) › Add a concierge service. The new one takes the time zone, country and language of the current one (which can be changed afterwards); its WhatsApp number must be connected and its catalogue set up. Team accounts are counted per concierge service; WhatsApp numbers and messages are shared between the concierge services on the subscription. You move from one to another with Switch concierge service. A concierge service covered by another's Network plan manages its subscription from the one that pays.
12.7 Examples
A small team. Sofia (owner), Marco (manager), Lucas (concierge), Inès (accounting, two days a week), Ana and Diego (field: housekeeping and driver). On Pro: 4 full accounts out of 5, 2 field accounts out of 10.
A seasonal worker. In July, Sofia invites an extra driver with a field account. At the end of August, she removes him from the team: his history stays, and his seat is freed up.
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