This guide explains the process to follow when:
Adding new users
Moving users between teams
Changing a user’s type
Because these changes can directly impact compensation calculations, it’s important to follow the steps below to avoid missing data, incorrect calculations, or incomplete compensation results.
In This Guide
Adding New Users
Moving a User Between Teams
Changing User Types
When to Contact Support
Recommended Support Request Templates
Quick Rules to Avoid Issues
Adding New Users
When to Use This
Follow this process whenever a new person joins and needs to be added to Dolfin.
Steps
Create the new user in Dolfin.
Add the user to the correct team.
Map the user in your System if needed.
Confirm the user’s start date is correct.
Systems Mapping
New users are not automatically mapped to your System.
This mapping must be completed manually in the Integrations section.
For users who are not deal owners, the sync process does not automatically map users today. Please contact support so the user can be mapped and synced correctly.
Best Practices
Add users a few days before the cutoff date.
Avoid creating users on the last day of the month.
Notify support as soon as the user is created so mapping and sync actions can be completed quickly.
⚠️ Important: If a user is created but not mapped to your System, deals and compensation data may not appear correctly.
Moving a User Between Teams
When to Use This
Follow this process whenever someone changes teams.
Examples:
SDR → Account Executive
Account Executive → SDR
Any other team reassignment
Steps
Move the user to the correct team in Dolfin.
Set the start date for the new team assignment.
Confirm the change with support so the setup can be reviewed.
Start Date Guidance
The recommended approach is to use the first day of the new month as the start date.
If a user was accidentally assigned to the wrong team, or if dates overlap, contact support immediately.
Best Practices
Use clear and accurate start dates.
Avoid repetitive retroactive changes whenever possible.
If a mistake occurs, please contact support and include the following details:
Include:
Which team should be removed
Which team should remain
The date when the change should take effect
⚠️ Important: If the same user exists in multiple teams with overlapping dates, compensation calculations may not work correctly.
Changing User Types
When to Use This
Follow this process whenever a user's Type changes.
Examples:
SDR → AE
AE → SDR
Any other user type change
Steps
Update the user type in Dolfin.
Notify support about the change and new date.
⚠️ Important: User type updates can be linked to user history and compensation logic. The effective date may directly affect calculations.
When to Contact Support
Contact support whenever you:
Add a new user
Need HubSpot mapping or a resync
Movesa user between teams and think you made something wrong
Change a user type
Notice missing deals, missing data, or unexpected compensation results
Recommended Support Request Templates
Template 1: New User Added
Hi [Support Agent],
We just added a new user in Dolfin.
User name: [Name]
Role / User type: [Role]
Team: [Team]
Start date: [Date]
Could you please help with the HubSpot mapping and sync so they can see all relevant deals?
Thanks!
Template 2: User Added to Team
Hi [Support Agent],
We just added the following user to a Team:
User name: [Name]
Team: [Team]
Start date: [Date]
Could you please confirm the setup is correct and let us know if any additional action is needed?
Thanks!
Template 3: Move User to Another Team
Hi [Support Agent],
We just moved a user from one team to another. Here are the details
User name: [Name]
Current team: [Current Team]
New team: [New Team]
Effective date: [Date]
If there is any overlap or conflict in team dates, please help us correct it.
Thanks!
Template 4: Change User Type
Hi [Support Agent],
We need to update the user type for the following person:
User name: [Name]
Current user type: [Current Type]
New user type: [New Type]
Effective date: [Date]
Please confirm once it has been updated.
Thanks!
Template 5: Combined Request
Hi [Support Agent],
We need help with the following update:
User name: [Name]
Action needed: [New user / Team move / User type change]
Team: [Team]
Effective date: [Date]
Notes: [Any relevant details]
Please let us know if anything else is needed.
Thanks!
Quick Rules to Avoid Issues
Keep these guidelines in mind:
Add users early, not at month-end
Always provide the effective date
Inform support immediately after changes are made and you believe something may be wrong.
For new users, always confirm System mapping
For team moves, avoid overlapping dates
For user type changes, clearly specify the effective date