A quick guide to how DesksFlow works — what each team role can do, and what the main features are for. Share this page with anyone on your team.
Prefer to watch? Our YouTube channel has short, step-by-step walkthroughs — creating your account, adding your first client query, installing a Marketplace bundle, inviting your team, and more.
Watch on YouTubeEvery team member has one of four roles. The role decides what they can see and do. Here's each role at a glance, followed by a full breakdown.
The agency account holder. Full control over everything, including billing and deleting the agency itself.
Best for: The person who signed up and owns the business. There is exactly one owner.
A trusted manager with almost all of the owner's powers — they run the day-to-day, but can't touch billing, promote other admins, or delete the agency.
Best for: A senior team member you trust to manage staff, settings, and all client work.
Coordinates the team's work: sees every query, assigns and reassigns, runs reports — but can't delete queries, change agency settings, or manage the team roster.
Best for: A team lead who organises workload but isn't responsible for account administration.
A front-line counsellor focused on their own assigned queries. They open to their own queue by default and handle their clients end-to-end.
Best for: Counsellors and executives who work their assigned clients day to day.
| Capability | Owner | Admin | Manager | Executive |
|---|---|---|---|---|
| Queries | ||||
| See all agency queries by defaultExecutives open to “My Queries,” but can switch the assignee filter to “All Assignees” to view the whole agency. | ||||
| Edit query details (status, notes, follow-up)Any agency member can edit the queries they can see. | ||||
| Assign queries to teammates | ||||
| Delete queries (trash & permanent) | ||||
| Bulk-edit multiple queries at once | ||||
| Import queries (CSV) | ||||
| Export queries (CSV) | ||||
| Team & Agency | ||||
| Invite / remove team members | ||||
| Promote a member to Admin | ||||
| Change agency settings | ||||
| Manage billing & plan | ||||
| View the audit log | ||||
| Delete the entire agencyOwner only — this permanently wipes every query, member, and record. Enforced at the database level. | ||||
| Content & Workflow | ||||
| Create / edit templates | ||||
| Create / edit checklists | ||||
| Manage pipelines (case stages) | ||||
| Manage drip sequences | ||||
| Send client broadcasts (Updates) | ||||
| Approve broadcasts | ||||
| Tasks | ||||
| Assign tasks to teammates | ||||
| View all team tasks | ||||
| Delete any task | ||||
| Payments | ||||
| Void / cancel a payment | ||||
| Edit any payment | ||||
This table reflects the permissions the app actually enforces.
A query is a single client enquiry — the core record in DesksFlow. It holds the client's details, current status, who it's assigned to, and a full activity timeline. Owners, admins, and managers see every query; executives open to their own assigned queue (“My Queries”) but can switch the assignee filter to “All Assignees” to see the whole agency.
A query is “stale” when it has had no logged activity for 14+ days (you can change the threshold) and isn't already Converted or Not Interested. It's a nudge to follow up before a lead goes cold. The Stale tab and its count respect whichever assignee filter you're viewing, so it always matches the list in front of you.
A unified email inbox that pulls every client conversation across all your queries into one place, so you don't have to open each query to read replies. The sidebar badge shows unread messages and updates in real time as new replies arrive.
A library of ready-made building blocks — form templates, pipelines, and checklists — that you can adopt into your agency in one click instead of building from scratch. Imported items become yours to edit, and DesksFlow remembers where they came from so you can pull in improvements later.
Reusable message and form templates: WhatsApp/email message templates with merge tokens (like the client's name), and the form templates that define what fields a new query captures. Managing templates is limited to owners, admins, and managers.
Document checklists you share with clients — e.g. “documents required for a study visa.” You can send a checklist to a client over WhatsApp as a branded PDF link, and track which documents they've uploaded through the client portal.
A pipeline is the set of stages a case moves through (Lead → Counselled → Applications → Offers → … → Arrived). It gives every case a clear progress bar and SLA timing. Because changing a pipeline affects every active case on it, only owners and admins can edit pipeline structure.
To-dos attached to queries or to your team. Owners, admins, and managers can assign tasks to anyone and see all team tasks; executives see and manage their own. Task templates and playbooks let you spin up a standard set of tasks for a new case in one step.
One-to-many announcements you send to clients — e.g. an intake deadline reminder or a policy change — targeted by visa type, country, or status. Owners, admins, and managers can send; approval of broadcasts is reserved for owners and admins.
Two kinds of file storage: a per-query document area (passports, transcripts, visa scans tied to one client) and a shared agency library for brochures and reference material. Access is always scoped to your agency.
Track fees and payments against each query. Everyone can record payments, but voiding a payment or editing one after the fact is limited to owners and admins to keep the financial record trustworthy.
A calendar of intake/admission deadlines by country, so the team can see what's coming up and prioritise cases that need to move before a cut-off.
A forensic, agency-wide record of who changed what and when — query edits, assignments, deletions, member changes, and more. It's read-only and visible to owners and admins, for accountability and troubleshooting.
Agency-wide configuration: branding/logo, form fields, custom lists, notification preferences, and plan/billing. Most settings are open to the team, but billing and destructive actions (like deleting the agency) are owner-only.
A custom domain serves your client portal and enquiry links from your own web address (e.g. portal.youragency.com) instead of desksflow.com. You add one DNS record at your domain registrar, and we automatically verify it and issue the HTTPS certificate — no servers or certificates to manage. It's a Scale-plan feature, set up by the agency owner in Settings → Custom Domain.
A domain you already own, and access to its DNS settings at your registrar (GoDaddy, Cloudflare, Namecheap, etc.). Use a subdomain you control like portal. or clients. — not your root domain, and not a desksflow.com address.
| Type | CNAME |
| Name / Host | portal (the subdomain only) |
| Value / Points to | cname.vercel-dns.com |
The exact value is shown to you in Settings after you add your domain. Enter only the subdomain (e.g. portal) in the Name/Host field — most registrars append the rest of the domain automatically.
An email domain lets DesksFlow send your client emails from team@youragency.cominstead of desksflow.com — better deliverability and your own brand in the inbox. Unlike the web custom domain (one record), this needs a couple of DNS records to prove you own the domain and to authorise sending. It's a Scale-plan feature, set up by the agency owner in Settings → Email Domain.
A domain you already own and its DNS settings. We recommend a subdomain like mail.youragency.com (emails then send from team@mail.youragency.com) — a root domain works too.
After you add your domain in Settings, we generate the exact records for you — copy them from there (their values are unique to your domain). You'll typically add:
Add each record at your registrar, then click Re-check DNS in Settings. Check statusjust refreshes the view — it won't reset an in-progress verification, so you can click it freely.
By default, when a client replies to your email it routes back through our shared address. If you want clients to reply to reply@yourdomain instead, request branded replies once your domain is verified — we set up a receiving (MX) record on our side and email you when it's live.
Still stuck? Contact us and we'll help.