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Coach is most useful when managers can review the team and agents can inspect their own performance without receiving broader access than they need. Open Settings → Business Info → Members → Team Members to manage dashboard access.
You need the Invite members permission to send invitations. The Coach product must also be enabled for the team before invited members can open it.

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Choose the right access pattern

Start with the least-privileged role that covers the person’s work. An administrator can customize individual permissions before sending the invitation or after the person joins. An Admin is not required merely to review team performance. Give a Member additional settings or editing permissions only when their work requires them.

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Understand the default Coach permissions

The current role defaults are: These are defaults, not permanent bundles. An administrator with permission-management access can customize them for an individual member.
View Coach Settings and Edit Reclassification Config are separate permissions. A person may be able to open settings without being allowed to change bookability criteria, automatic reclassification, or call reasons.

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Prepare the invitations

Before inviting anyone, collect:
  • Each person’s work email address
  • The role they should receive
  • Any Coach permissions that should differ from the role default
  • The correct ServiceTitan agent for anyone who will use View Own Coach Performance
Decide separately who should be able to edit call scores and who should be able to change reclassification behavior. Keep both groups small so grading and production CRM updates remain controlled.

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Send invitations

  1. Open Settings → Business Info → Members.
  2. On Team Members, enter the person’s work email.
  3. Select Admin, Member, or Agent.
  4. For a ServiceTitan agent, select the matching agent record.
  5. Review or customize permissions when needed.
  6. Add more invitation rows if you are onboarding several people.
  7. Select Send invites.
Team Members invitation form with email, role, ServiceTitan agent, and permission controls

Invite several teammates at once, choose a role, map ServiceTitan agents, and customize permissions when needed.

If an email already belongs to a member or has a pending invitation, Avoca skips that row and reports how many invitations were sent.

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Track pending invitations

Open the Invited tab to review outstanding invitations. From this tab, an authorized administrator can:
  • Resend an invitation
  • Revoke an invitation
  • Confirm the selected role and ServiceTitan agent
  • See when the invitation was created and when it expires
Pending team invitation with resend and revoke controls

The Invited tab shows outstanding invitations and their resend or revoke actions.

Ask the invitee to check spam or quarantine folders if the message does not arrive.

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Map an agent to ServiceTitan

View Own Coach Performance uses the member’s ServiceTitan agent ID to find the correct Coach scorecard. Set the mapping while sending the invitation, or update the member after they join.
Mapping a dashboard member to a ServiceTitan agent is not the same as creating an Employee Contact. The member mapping controls Coach identity and dashboard access. Employee Contacts control operational routing and delivery.
If an agent sees no performance data:
  1. Confirm the member has View Coach and View Own Coach Performance.
  2. Confirm the member is mapped to the correct ServiceTitan agent.
  3. Confirm calls exist for that agent in the selected date range.
  4. Check whether the calls are attributed to Unassigned or a different ServiceTitan agent.

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Verify access after the person joins

Ask the new member to sign in and open Products → Coach. Verify the result against their job: Continue with Coach overview, Analyze agent performance, or Configure and analyze rubrics.

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Troubleshoot access

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The invitation email did not arrive

Confirm the email spelling, check spam or quarantine folders, and resend the invitation from Invited.

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The person signed in but cannot see Coach

Confirm that Coach is enabled for the team and that the member has View Coach.

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An agent cannot see their own scorecard

Confirm View Own Coach Performance and the ServiceTitan agent mapping. If the member has no mapping, Coach cannot safely determine which agent page belongs to them.

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A Member cannot open Settings

This is the default. Grant View Coach Settings only when the person needs configuration access.

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A manager can view a score but cannot change it

Grant Edit Call Scores. Viewing all Agent Performance does not imply score-editing access.

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A manager can view settings but cannot change reclassification

Grant Edit Reclassification Config. This permission controls bookability and booked criteria, automatic reclassification settings, and call reasons.

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The company uses Single Sign-On

Configure SAML under Members → Single Sign-On when it is enabled for the team. Coordinate provisioning and SSO-only enforcement with the identity-provider administrator and Avoca. See Manage members, employee contacts, and SSO for the broader access model.