What a role is
A role says who a person is on a deal, such as the buyer, the loan officer or the referrer. You choose a role when you add a person in People on a deal.
Each role is in a group. The group decides what the role does:
- Clients: the people you represent. Client emails, the Client Portal and client segments use them.
- Our team: your agents, coordinator and compliance reviewer.
- Other side: the other agent and their brokerage.
- Referrals: the Referrer sent you the client. A Referral partner is an agent or company you pay a referral fee.
- Service providers: lenders, title, inspectors, appraisers and others.
Every workspace starts with suggested roles
Open Settings → CRM → Roles to see them. The table shows each role's name, its group, how many deals use it, and whether it is Suggested or Custom.
To change roles, you need permission to configure the CRM. Everyone else can only look at the list. With that permission, you also see Edit roles when you add a person to a deal.
Rename a role
Use your team's own words. For example, call your referrers "Ambassadors".
- Open Settings → CRM → Roles.
- Open the menu on the role's row and select Rename.
- Enter the new name and select Save.
The new name shows on deals, in role pickers, in segments and in emails that name a role. It is still the same role, so deals, segments and automations keep working. A person with that role name in your transaction platform matches the role too. For example, an "Ambassador" in dotloop becomes your Ambassador.
Add your own role
Select Add role. Enter a name and choose a group. A role in Clients counts as a client everywhere, such as a co-buyer. A role in another group shows in that group on the deal.
Delete or replace a role
You can delete a role that no deal uses. Open the menu on its row and select Delete. People can no longer choose it.
A role that a deal uses can't just be deleted. Select Replace instead:
- Choose the role the people move to.
- Read the preview, for example "3 people on 2 deals move from Referral partner to Referrer".
- Select Replace role.
Berchtold moves the people on every deal, then deletes the old role. Each deal's history shows the change. Nothing is sent, and no automation starts.
A role that a segment or automation uses can't be deleted or replaced. Remove it from that segment or automation first.
Restore a suggested role
A suggested role you deleted is listed under Suggested roles you removed. Select Restore to offer it on deals again. A role of your own can't be restored after you delete it. Add it again instead.
Roles in your transaction platform
Your transaction platform knows only the suggested roles. A role of your own is sent as the closest one. A role in Clients is sent as the buyer, the seller or the tenant, by the deal's side. A role in any other group is sent as Other.
Use an AI tool
Claude, ChatGPT and other AI tools that connect to Berchtold can do the same work. Ask one to list your roles, or to rename, add, delete or restore a role. To replace a role, it shows the preview first and waits for you to confirm.