Agents can only see cases and guided flows they have created. Admins and AML Supervisors can see all cases across the team. All roles can view all client records.
Why visibility works this way
In team environments — particularly real estate agencies and legal firms — agents often manage their own client relationships independently. Cases can be commercially sensitive. This visibility model ensures agents can work in a shared account without exposing their client work to other agents.
Admins and AML Supervisors retain full oversight across the organisation for management and compliance purposes.
What each role can see
Role | Cases & guided flows | Clients |
Admin | All cases across the team | All clients |
AML Supervisor | All cases across the team | All clients |
Agent | Own cases only | All clients |
Cases: Agents see their own work only
When an Agent logs in, they see only the cases and guided flows they have created. Cases created by other agents do not appear in their view — they cannot open, edit, or view them.
This applies to all case types — listings, matters, and any guided flows in progress.
Clients: everyone sees the full list
All roles — Admin, AML Supervisor, and Agent — can view all client records in the account. This is intentional.
When creating a new case, agents can search the full client list and find clients created by other team members. This reduces duplicate client records and avoids unnecessary charges, since billing is only triggered when a client is genuinely new to the account.
What admins and AML supervisors can see
Admins and AML Supervisors have full visibility across the organisation — they can see all cases, regardless of which agent created them. This allows them to:
Monitor case progress and compliance status across the team
Access any case for audit or oversight purposes
Ensure AML obligations are being met at an organisational level
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