With the introduction of Lead Center 2.0, a new user type was introduced into the system. Agents are a new role that have limited capabilities to what they are able to access across the CallRail products.
This new user type opens new business opportunities. It sets the tone for Lead Center becoming a stand-alone product for particular people.
Creating user types was not a new occurrence in the product. There were already 4 user types that our customers can create and each type had different levels of access.
The initial foundation for creating a user type was already there. Since the Agent was being introduced, another component of this project was sunsetting the Notification User Type. Since that was the case, we needed to consider the specific limitation attributes of the new Agent User Type.
A key difference for Agents is, when an invitation is sent to them from a Manager or Admin, they will onboard into Lead Center. This differs from how other user types are initial access to CallRail products.
Laying out the current user creation flow gave a clearer perspective on what needed to stay and what changes were happening with the new Agent type.