Adding or Editing an Account : TotalBrokerage

Managed by Brokerage Managers and Human Resources Representatives only.

The Accounts section is where you create and manage users within TotalBrokerage. This area serves as the central hub for handling all user-related settings and configurations.

Within the Accounts tab, you’ll find several sub-tabs that allow you to manage various aspects of each user’s profile and permissions.

Click the name of any tab to jump to detailed instructions:

General – Basic account settings and user information.
Details – Additional personal and contact information.
Files – Upload and manage user-specific documents.
Activity – View a log of the user’s actions and engagement.
Roles – Assign or modify user roles and permissions.
Commission Plan – Configure the user’s commission structure.
Fee Plan – Configure any applicable fees for the user. These fees will automatically apply to their commissions within TotalBrokerage.
Production – Track the user’s sales performance and metrics.
Email – Allows you to communicate directly with the user via email. All messages sent and received through this tab are recorded within TotalBrokerage, providing a complete communication history tied to the account.
Email Signature – Customize the user’s email signature.
SMS – If SMS messaging is enabled, this tab allows you to communicate directly with the user via text message. All messages are recorded within TotalBrokerage, ensuring a complete and trackable communication history.
SMS Messaging – This is where you can activate an SMS number for the user, enabling them to send and receive text messages with their customers directly through TotalBrokerage.
Onboarding – Monitor and manage the user’s onboarding process.
Bio – Add or edit the user’s biography.
2FA – Enable or manage two-factor authentication for added security.

Each tab is designed to help you streamline user management and ensure every team member has the correct setup and access based on their role in your organization.

TO GET STARTED

Navigate to the Setup section from the left-hand sidebar.
Click on Accounts to open the user management area.

ADD AN INDIVIDUAL ACCOUNT

Next, click "Actions" in the top-right corner of the screen, and click "+Add an Account".

In this section, you can enter the agent’s basic information.

Required fields:

First Name
Last Name
Email Address
Offices (at least one must be selected)

After entering the required details, click Save to complete the setup.

* Please note, once an agent has been added or re-enabled, they cannot be disabled for 30 days.

NOTE: Click here for instructions for ADDING ACCOUNTS IN BULK.

GENERAL

Once you click save, the entered information will be populated in the fields.

You can also update this agent's contact email address here.

From any tab within the Account, you can use the Actions dropdown for various tasks.

Just make your selection and follow the prompts.

DETAILS

Here you can fill in the account's details. This tab allows you to view specific details about the agent/staff member.

Note: These fields can be customized by anyone with a Brokerage Manager role by going to Setup > User Fields > Brokerage > Account Details.

Click Here to access the User Fields how to article.

Click Here for a list of suggested Account Details user fields.

Be sure to click Save when you are done.

FILES

Here you can upload pdf's or images related to the account.

Note: These fields can be customized by anyone with a Brokerage Manager role by going to Setup > User Fields > Brokerage > Account Files

Click Here to access the User Fields how to article.

Click Here for a list of suggested Account Files user fields.

You can click the operation button next to a document to upload a file.

Next, this pop up will display. Press the edit icon next to file and check off the disclaimer and press upload. Select the document you want to upload and press save.

After you press save, you will see the document was uploaded into the location. Your operations menu will now allow you to view, download, edit (which is replacing the document), or delete.

You can also upload a file that is not attached to a User Field at the top right of the page under actions.

Click Here to access instructions for Uploading Account Files in Bulk.

ACTIVITY

Here, you can view all existing activities associated with the account.

If no activities are listed, this account currently has none.

To add a new activity, click the Activity Type dropdown at the bottom left.

You can customize additional fields by setting them up in your user fields.

Type the activity details into the provided box and click the blue checkmark to save it.

The activity will be saved with a date/time stamp, along with the user who added it.

The Activity tab will also display who created the account and when.

ROLES

Roles define the permissions and access levels assigned to users within TotalBrokerage, much like job functions in a traditional office setting.

Users can be assigned multiple roles, each granting specific capabilities and restrictions based on their responsibilities.

Brokerage Manager: Manages and has access to, and can edit, all aspects of the brokerage account. This role cannot be selected with the Accountant or Office Manager roles.

Brokerage Lead Manager: Designated recipient of all leads through the brokerage lead capture email. Only one Brokerage Lead Manager can be assigned per account.

Brokerage Form Programmer: Responsible for creating and programming forms for the brokerage and all of the offices. This role cannot be selected with the Office Form Programmer role.

Brokerage Lead Generator: Responsible for assigning leads to agents in the brokerage. Can create new contacts or reassign their own contacts to different agents but cannot view or edit contacts after assigning them to different agents.
Brokerage CRM Supervisor: Responsible for supervising all contacts for the brokerage. Can view, edit, and reassign other agents' contacts in brokerage but can only communicate directly with their own contacts.

Brokerage Marketing Coordinator: Responsible for creating and editing all email templates and automations within the brokerage.

Brokerage Compliance Officer: Responsible for reviewing tasks within Transactions. Can approve or reject tasks based on company policies.

Accountant: Responsible for reviewing and recording financial information of transactions. Has the ability to setup and synchronize data with Quickbooks Online. An accountant can view all transactions, but only has permission to edit financial information. This role cannot be selected with the Brokerage Manager role.

Brokerage CRM Analyst: Gives the ability to view CRM reports for all accounts in the brokerage and not just their personal CRM information.

Brokerage Transaction Analyst: Gives the ability to view transaction reports for all accounts in the brokerage and not just their personal transaction information. Please note that this contains financial information for agents.
Brokerage Administrative Analyst: Gives the ability to view admin reports for the entire brokerage.
Brokerage Human Resources Representative: Gives the ability to edit account information, create onboardings and onboard accounts into TotalBrokerage.
Brokerage Message Board Administrator: Gives the ability to configure and rearrange message board topics for the entire brokerage.

Brokerage Message Board Moderator: Is responsible for moderation of message board content for the brokerage. Can approve, reject, lock, and hide posts and comments on the message board.
Brokerage Transaction Coordinator: Is responsible for managing any of the transactions for the brokerage. They will have access to all contacts and vendors for the brokerage.

Office Manager: Manages and has access to all items pertaining to the specified offices and accounts within the specified offices. This role cannot be selected with the Brokerage Manager role.

Office Lead Manager: Designated recipient of all leads through the lead capture emails of the specified offices.

Office Form Programmer: Responsible for creating and programming forms for all of the specified offices. This role cannot be selected with the Brokerage Form Programmer role.

Office Lead Generator: Responsible for assigning leads to agents in the specified offices. Can create new contacts or reassign their own contacts to different agents but cannot view or edit contacts after assigning them to different agents.

Office Accountant: Responsible for reviewing and recording financial information of transactions within their specified offices. Has the ability to synchronize data with Quickbooks Online but cannot configure sync settings. An accountant can view all transactions within their specified offices, but only has permission to edit financial information.
Office CRM Supervisor: Responsible for supervising all contacts for the specified offices. Can view, edit, and reassign other agents' contacts in office but can only communicate directly with their own contacts.

Office Marketing Coordinator: Responsible for creating and editing all email templates and automations for the specified offices.

Office Compliance Officer: Responsible for reviewing tasks within Transactions in the specified offices. Can approve or reject tasks based on company policies,

Office CRM Analyst: Gives the ability to view CRM reports for all accounts in the specified offices and not just their personal CRM information.

Office Transaction Analyst: Gives the ability to view transaction reports for all accounts in the specified offices and not just their personal transaction information. Please note that this contains financial information for agents.

Office Administrative Analyst: Gives the ability to view admin reports for specified offices.
Office Human Resources Representative: Gives the ability to edit account information, create onboardings and onboard accounts into TotalBrokerage.
Office Message Board Administrator: Gives the ability to configure message board topics for the specified offices but cannot rearrange them.
Office Transaction Coordinator: Is responsible for managing any of the transactions for the specified offices. They will have access to all contacts and vendors for the specified offices.
Account Transaction Coordinator: Is responsible for managing transactions in which they are specified as a transaction coordinator for. They will have access to all contacts and vendors on each transaction.

Once you’ve selected a role for the agent, click Save at the bottom of the menu.

COMMISSION PLAN

You can import commission plans to an agent account, or you can add a new one. Follow the instructions below on how to do so.

Note: If you would like assistance in mass-applying commission plans to your agents, please send an email to support@totalbrokerage.com with details.

You can choose to Add a brand-new plan or import an existing plan.

If you want to import an existing plan, click on the green “+Import” button.

Choose the Commission Plan you want to import from the dropdown menu.

Then, click “Apply”.

You can optionally tie this commission plan to a specific transaction type.

Commission plans with no transaction type specified will take ALL transactions into account, including those with a different commission plan selected by transaction type.

If you specify a type, the plan will only count transactions of that particular type.

For instructions on locking transaction types, see this.

You can edit the effective and end dates if needed.

When you are done, click Save to apply the commission plan to the agent.

If you want to remove this commission plan from the agent, click the red “Delete” button on the bottom left.

If you want to add a new plan from scratch, click the blue “+Add” button at the page's top-left corner.

A new plan will appear where you can edit the Name, Description, Type, Dates, and Tiers.

If you select “Tiered” for the “Type” field, more options will appear.

In a "Tiered" commission plan, you have additional options:

Selecting the commission plan it is based on
Determining whether bonus commission counts toward the agent's contribution (if enabled, any bonus commission from a transaction will be included in the plan)
Choosing whether the plan resets on the agent's anniversary date (if enabled, it will reset based on transactions funded since the agent’s last anniversary date, and you can set the anniversary date when selecting the agent’s plan).
Specify the funding date and add one or more tiers using the "+Add a Tier" option.

Once you are finished inputting all the information, click “Save”.

A confirmation message will pop up.

To confirm, click “Save”.

Your new plan will now appear as your “Selected Plan”.

You can also view your plan “History” on the left.

You can view each commission plan's name, description, type, start date, and end date (which can be updated here).
If the plan is tiered, you will also see what the report is based on, whether it resets on the plan's anniversary date, and when transaction income is counted.
If the plan is active and tiered, its current contribution will be displayed, with the active tier highlighted in green.

FEE PLAN

APPLYING OR IMPORTING A FEE PLAN

Option 1: Apply a Current Plan to All

Click “Apply All” to apply the current fee plan to all agents.
A pop-up message will appear—click “Yes” to confirm.

Option 2: Import an Existing Fee Plan

Click the green “+Import” button.
Select the Fee Plan you want to import from the dropdown menu.
Click “Apply” to save the selection.

Viewing and Managing Fee Plans

The newly added plan will appear as the “Selected Plan”, with its details visible.
You can also view Current Plans on the left panel.

Removing a Fee Plan

To remove a fee plan from an agent, click the red “Delete” button at the bottom left of the plan.

PRODUCTION

Detailed production reports for each agent are available in TotalBrokerage and can only be accessed by Office and Brokerage Managers.

To view an agent's detailed production report:

1) Navigate to Setup → Accounts

2) Find and click on the desired agent's name.

3) Proceed to the Production tab.

In the Production tab, you'll find a summary report showing key metrics such as:

Number of transactions
Commission income
Gross commission income
Net agent income
Sales volume contributed by the agent

To access a detailed report:

Click "Open Detailed Report" on the right side of the page.
This will take you to the Reporting module, preloading the parameters from the Production tab.
Click "Generate Report" to view the full detailed report.

In addition to production data, the Production tab also provides Marketing information, including:

Number of emails and texts sent by the agent since the start of the billing cycle.
Usage data, such as:
- Total logins
- Current login streak
- Longest login streak

EMAIL

You can compose an email to the Account or use a template.

Select “Compose” to create an email inside TotalBrokerage.

An email template will open, and you can write your message.

You may also send the Account a Marketing Template by clicking

Select Send when you are ready to send the email.

To learn how to send bulk emails to multiple agent accounts, click here.

EMAIL SIGNATURE

In the Email Signature tab, you can create and manage a signature for your account.

Setting up a signature is a great way to maintain a consistent and professional format across all your outgoing emails.

Using this feature, you can:

Define a standardized signature for your account or team.
Ensure that every account has a signature set up.
Include important information like name, title, contact details, or legal disclaimers.

This helps reinforce branding, improves communication, and saves time by automatically appending the signature to each email you send.

Email signatures can include Text, images and links.

If you have HTML code that you want to import, click the <> icon in the toolbar and paste in the code.

Click Save when completed.

SMS

If you have an Activated SMS number, you can send and receive text messages directly to and from an account’s mobile number. This allows for seamless communication within the platform.

Composing Messages

When composing a message, you'll see a character counter. This indicates:

The total number of characters in your message.
How many individual messages will be counted against your license (SMS messages are often split into multiple segments based on length).

Message Status Icons

Each sent message is accompanied by a status icon to help you track delivery:

? Black Clock – Message has been queued and is waiting to be sent.
✅ Green Circle with Checkmark – Message was successfully delivered.
✔️ Gray Checkmark – Message was sent, but delivery confirmation is not available.
❗ Red Exclamation Mark – Message failed to send.

Incoming Calls to Your SMS Number

If someone calls your SMS number, the call will be forwarded to your mobile number as specified in your profile settings.

Additionally, an activity log will be created for the call, including its duration.

SMS MESSAGING

You will see a list of this account's active and previously activated SMS numbers.

To add a new SMS number, click + Activate a Number.

You can select various search criteria to narrow down your choices for a number.

You can use the Area Code, City, or even digits within the phone number. Toll-free numbers are not available for use.

NOTE: Once you activate a phone number, you may not deactivate it for one month.

If you deactivate a phone number, it is impossible to reactivate it.

ONBOARDING

Please note that this is an Enterprise and Plus feature only.

Click * Add.

When the following popup appears, select the questionnaire from the dropdown menu for the one you want the selected Account to complete

Choose one of the foladditional options:

1. Account cannot access totalBrokerage until this questionnaire is complete: This means that the account being onboarded will not be able to go into TotalBrokerages dashboard until this Onboarding is fully completed.

2. This questionnaire must be completed within a certain time frame: This makes the Onboarding due in a specific amount of hours/days and when it becomes overdue will send overdue notifications to the person being onboarded.

Click Okay.

The Agent will receive an email with a link to open and complete the Onboarding Questionnaire.

You can view the Questionnaire in the Agent's Onboarding tab.

BULK ADDING AN ONBOARDING QUESTIONNAIRE TO ACCOUNTS

From the Actions dropdown menu, click Onboard Accounts.

The following popup will appear, allowing you to select the questionnaire for the chosen agent(s) to complete.

There are two additional options:

1. Account cannot access totalBrokerage until this questionnaire is complete: This means that the account being onboarded will not be able to go into TotalBrokerages dashboard until this Onboarding is fully completed.

2. This questionnaire must be completed within a certain time frame: This makes the Onboarding due in a specific amount of hours/days, and when it becomes overdue will send overdue notifications to the person being onboarded.

Click on Okay.

You can view the Questionnaires in the Onboarding Tab for each account.

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