How Agent & Upline Portals work

Objective

This SOP explains how to configure Agent and Upline portals, control what each user can see, and manage publishing, branding, and staff access. Follow these steps to ensure each portal is set up correctly, securely, and consistently for your team.

Key steps

1. Open the Agents/Uplines/Team Portals area 0:08

• Navigate to the Agents, Uplines, and Team Portals section in ComTrack.
• Review the list of users currently set up in the portal.
• Confirm whether each person is configured as an Agent, Upline, or both.
• Use this area as the main control center for portal access and visibility.

2. Review user records and identify each person’s role 0:29

• Check the list of names to confirm who should receive portal access.
• Determine whether a user should be paid as an Agent, an Upline, or both.
• Remember that one person can appear in both categories if they receive both commission types.
• Verify the columns shown for each user: name, type, email, files, BOB visibility, last login date, and login-as access.

3. Add or bulk upload user email addresses 1:06

• Enter each user’s email address so they can log in through the portal.
• If you have many users, use the bulk sign-in upload option instead of entering emails manually.
• Upload a spreadsheet containing names and emails.
• Let the system match names and assign emails in bulk using fuzzy matching.
• Review the results to make sure each email is assigned to the correct person.

4. Share files with individual users 1:56

• Upload one or more files to a specific user’s portal.
• Use this for documents that should only be visible to that person.
• Add additional files as needed, and delete files that are no longer needed.
• Confirm that the user will see these files after logging in.

5. Decide whether to show Book of Business data 2:23

• Turn on BOB Visible only if the user should see rows tied to their name in the book of business.
• Use this carefully because the book of business may contain sensitive client data such as addresses, phone numbers, and email addresses.
• Typically, enable this for downlines or trusted users.
• Avoid enabling it for LOAs unless you specifically want them to retain client contact information.

6. Use Login As to preview the user experience 3:17

• Click Login As to view the portal exactly as the selected user sees it.
• Review the dashboard, all-time data, payroll history, applications, and other visible menu items.
• Confirm that the user only sees data they are supposed to access.
• Use this preview to verify settings before giving the user access.

7. Review the user dashboard and payroll history 3:34

• Check the user’s All-Time Data view to confirm they only see rows they are being paid on.
• Review the dashboard filters and KPI displays.
• Verify the payroll history summary: total paid, total calculated, and total balance owed.
• Use the payroll history section to confirm prior payments and outstanding amounts.

8. Configure optional portal features such as disposition forms, applications, and leaderboards 5:46

• Enable the Disposition Form if users should submit sale details or application information.
• Review the Applications area to track submissions from Agents and Uplines.
• Use the Leaderboard to display application volume or annual premium, and choose the type that matches your business goal.
• Hide these features if they are not relevant to the user’s role.

9. Hide or show portal menu items as needed 6:53

• Go to Settings and adjust Portal Menu Visibility.
• Turn off items the user should not see, such as the disposition form, my applications, or the leaderboard.
• Confirm the portal menu is simplified and relevant to the user’s responsibilities.
• Recheck the portal using Login As after making changes.

10. Set up compliance, licensing, and RTS tracking 7:22

• Use Compliance to let users attest to certifications such as AHIP, and allow them to upload proof of certification when needed.
• Use Licensing to capture NPN and monitor resident and non-resident licenses. Enable auto-renew for non-resident licenses if appropriate.
• Use RTS to track carrier-specific readiness or to-do status.
• Review these items on your side to monitor completion and follow up as needed.

11. Control access to compliance and RTS features 8:18

• Turn off AHIP or RTS visibility if the user should not see them.
• Keep Licensing available, since it is required and generally not removable.
• Decide which tools are necessary for each user role before enabling them.
• Keep the portal as simple as possible for the end user.

12. Enable or disable Boards and Chats 8:42

• Turn on Boards if you want users to manage tasks in a Kanban-style workflow that moves from to do to doing to done.
• Turn on Chats if users should communicate with others in the organization.
• Disable either feature if it is not needed for your team structure.
• Keep collaboration tools aligned with your internal process.

13. Share files with all users when needed 9:38

• Use Files for All to distribute documents to every portal user.
• Upload items such as contracts, summaries, SOPs, and training documents.
• Organize files into folders if needed.
• Confirm that all users can access shared files from their portal menu.

14. Add custom menu items and embedded resources 11:45

• Create custom menu items for links or embedded resources, and name each one clearly so users know what it is.
• Add a URL that sends users to an external page, such as Google or your own website.
• Optionally use an iframe to embed a resource directly inside the portal.
• Add multiple custom menu items if you need several shortcuts or resources.
• Consider using a custom item to display minimum payout rules or other important notices.

15. Configure column presets for user data views 13:25

• Use Column Presets to control how Agents and Uplines view their commission data.
• Set the default columns users should see first, and reorder them to match your preferred workflow.
• Hide columns that are not needed for the user.
• Use this feature to make the portal easier to read and more relevant to each role.

16. Adjust portal settings for published rows and zero-pay rows 14:17

• Review the two main settings: Only show rows that have been published and Show rows where Agent payroll equals zero.
• Keep zero-pay rows hidden unless there is a business reason to show them.
• Turn on published rows only once you are ready to restrict users to finalized data.
• Use these settings to prevent confusion and reduce questions from users.

17. Publish commission rows after payroll is finalized 15:23

• After running payroll for a pay cycle, use the Publish feature.
• Publishing sets the Published On date, locks the rows, and emails only the users with new commission rows.
• Review the published date before sending.
• Use publishing to mark rows as finalized and visible to users.

18. Understand and manage the Published On field 16:10

• Recognize that Published On acts like a statement date and identifies when a row was shared with the user.
• Users can filter their portal by published date.
• If needed, enter the date manually, but prefer the publish workflow for consistency.
• Make sure rows are only published when calculations are ready.

19. Decide whether users can see unpublished rows 17:20

• If the setting is enabled, users can see rows that have not yet been published.
• Turn this off if calculations are still being finalized.
• Use this setting to prevent users from seeing incomplete or changing commission data.
• Enable it only when you intentionally want users to review draft rows.

20. Limit login options to Agent, Upline, or both 18:24

• Choose whether users can log in as Agent only, Upline only, or both Agent and Upline.
• Leave both enabled if the user may receive both types of commissions.
• Simplify the login experience if your business only uses one role.
• Use this setting to match your compensation structure.

21. Review publish email behavior and email logs 19:07

• Publishing can optionally send emails to affected users. Edit the subject and message if needed.
• Test the email before sending to the full group.
• After publishing, check the Email Log to confirm delivery.
• Investigate bounced or failed emails and correct invalid addresses if needed.

22. Update branding for the organization and portal 20:42

• Go to the branding area to update global organization settings, including the organization name.
• Update the portal slug so users log in through the correct branded URL.
• Upload or replace the logo and favicon, and adjust branding colors to match your company identity.
• Save changes and verify the new branding appears correctly.

23. Add and manage staff members 21:13

• Add internal staff members to ComTrack for free by entering each person’s name and email address.
• Set visibility permissions so staff can only see what they need, marking users as visible or hidden depending on their role.
• Use staff access for internal team members who need to manage the system without full portal exposure.

Cautionary notes

• Do not enable BOB Visible for users who should not retain sensitive client contact information.
• Be careful when allowing users to see unpublished rows; this can expose incomplete commission calculations.
• Avoid showing zero-pay rows unless there is a clear business reason.
• Publishing locks rows, so confirm calculations are final before publishing.
• Email delivery may fail if an address is invalid or blacklisted; always review the email log.
• Some features, such as licensing, may be required or partially restricted by design.
• Use custom menu items and shared files carefully to avoid exposing internal-only resources.

Tips for efficiency

• Use bulk email upload instead of entering emails one by one when managing many users.
• Use Login As after setup to verify the portal before users access it.
• Standardize your column presets so users always see the most useful data first.
• Publish only after payroll is finalized to reduce support questions.
• Use Files for All for recurring documents like SOPs and training materials.
• Keep portal menus minimal by hiding features that are not relevant to a user’s role.
• Review the Email Log after each publish cycle to catch delivery issues early.
• Update branding and the portal slug early so users always use the correct login URL.

Link to Loom

https://loom.com/share/38db2b5d7f9d44a1aeb107bf9f8eb54f