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For the person adding colleagues to Introw and being asked why some of them cost a seat and some do not.
Introw has two kinds of access for your own team, and the difference is where the person works. A CRM user works only inside Salesforce, on the Introw collaboration panel, and takes no paid seat. An Admin gets the full Introw application: every module, every setting, and a paid seat. Both are set on the role you give the person, so the same colleague can move from one to the other later.

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What you’ll achieve

A rule you can apply per colleague: which access type they get, what it costs you, and what changes for them on day one.

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Access in Salesforce has two gates

On Salesforce, two separate things have to be true before a colleague sees partner data on a record. Getting one without the other is the most common reason a rep tells you the panel is empty. The permission set is per Salesforce user and the managed package only assigns it to whoever installed it. See Embed Introw in Salesforce for placing the panel and assigning the permission set.

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CRM user and Admin, side by side

Admin is not the only counterpart. Introw has four access types, and three of them are full Introw users on a paid seat. CRM only user is the one that is not.

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The four access types

You pick one of these when you build a role on the Roles tab of Team. See Create an internal role for how to build one.

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What a CRM user can do

A CRM user gets the full in-Salesforce experience: whatever the Introw collaboration panel offers on the record they have open. For a seller, that is the whole job.
  • See the linked partner on an opportunity or case, with their tier, their collaborators, and the champion or partner manager.
  • Share the opportunity or case with a partner, which is what gives the partner visibility of it in their portal.
  • Comment back and forth with the partner’s sellers, with the thread staying attached to the Salesforce record. See Collaborate from Salesforce opportunities and cases.
  • Ask AI for a summary of the partner relationship or a draft reply, without leaving the record.
  • Open the partner’s portal from the panel to see what the partner sees, or create one if the partner has no portal yet.
  • Follow partner activity and engagement on the record.
The panel has to be on your record pages, and the person needs the Introw Collaboration User permission set, for any of this to be visible. See Embed Introw in Salesforce.

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What a CRM user cannot do

1

Open Introw itself

Any link into Introw sends a CRM user to a short screen that explains their access is limited and points them back to Salesforce. Only the in-Salesforce pages are reachable.
2

Configure anything

Every permission category is off for a CRM-only role, and the role editor disables them, because these users never enter Introw. That covers CRM mapping, experiences and portals, tiers, journeys, commissions, goals, courses, forms, reports, announcements, workflows, team and roles.
3

Reconnect Salesforce

If the connection to Salesforce drops, a CRM user sees a message telling them to contact their administrator. Reconnecting needs integration permissions, which a CRM-only role does not carry. See Troubleshoot a CRM connection.
4

Create a partner

Creating a partner needs partner write permission, which a CRM-only role does not carry. Leave partner creation to a full Introw user, or to the automatic partner sync. See Sync partners and contacts.
5

Be limited to their own partners

A CRM-only role always covers every partner in the program. If a rep should only ever see the partners assigned to them, that is the Partner manager access type, and it uses a paid seat.
6

Receive most notifications

A CRM-only role can only receive notifications for CRM object updates. Every other notification type is off, and the Notifications step of the role editor hides them.
7

Work from another CRM

CRM only user follows the CRM your organisation connected. On a Salesforce organisation it means the Introw collaboration panel in Salesforce, and it appears as an option only when Salesforce is your connected CRM.

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Seats and billing

Your plan counts internal seats. CRM users sit outside that count.
  • A colleague on Admin, Custom or Partner manager consumes one internal seat.
  • A colleague on a CRM-only role consumes none, however many of them you add.
  • When your seats are full, the invite dialog says so and still lets you continue with a CRM-only role.
  • When your seats are full, you cannot move an existing CRM user onto a paid role. Introw refuses the change and tells you to add seats first.
Salesforce licensing is separate and unchanged: a CRM user is a Salesforce user of yours who already has a Salesforce licence, and Introw does not add one. Partner contacts are never seats at all: partners reach their portal without an Introw seat and without a seat in your CRM. For what else your plan meters, see What your plan meters. For seat pricing, see introw.io/pricing.

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How to give someone each kind of access

1

Assign the Salesforce permission set

In Salesforce, assign Introw Collaboration User to the person. Without it the panel will not load partner data for them, whatever their Introw role says. Introw API Access is for the integration user behind the connection and does not grant the panel. See Embed Introw in Salesforce.
2

Use the CRM User role that already exists

Connecting Salesforce creates a CRM User role in your organisation, so it is in the role list from the start and you do not have to build it. If you build your own, pick the CRM only user access type, or start from the Sales rep template, which is a CRM-only role when Salesforce is your CRM.
3

Invite the person into that role

On the Users tab of Team, select Invite team member, enter their email, and pick the role. The role is what decides both their access and their seat type. See Invite a team member.
4

Or let them ask from Salesforce

A Salesforce user who opens the panel without an Introw account sees a Request access button instead of partner data. They appear on your Users tab as Requested, and you accept them and set their role from there. This is the path most reps take, because they meet Introw on an opportunity rather than in an invite email.
5

Change the role later if the job changes

Change the role on the person’s row on the Users tab. Nothing is lost: it is the same user with the same history, gaining or losing access to Introw. Moving someone onto a paid role needs a free seat.
A new CRM user signs in to Introw once, from the invitation, to activate their account. Until they do, the Introw collaboration panel in Salesforce tells them to complete their registration at app.introw.io/login first. Every visit after that lands on the limited-access screen and points them back to Salesforce.
Only an Admin can create an Admin role or assign one. A colleague without Admin can rename an Admin role and change its notifications, but cannot grant, strip or edit its permissions, and cannot hand Admin to anyone. Keep at least two Admins so you are never locked out.

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Which one to give

The default for a sales team is a CRM-only role. Reps get partner context on the record they already have open, at no seat cost, and the program stays configured by the few people who own it.

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Verify it worked

Open the Users tab of Team. The person shows the role you assigned, and your remaining paid seats did not change for a CRM user. Then check it from their side. On a Salesforce opportunity linked to a partner, the Introw collaboration panel loads for them and they can share and comment. A visit to Introw shows them the limited-access screen instead of the application.

Invite a team member

Add the person and pick the role.

Create an internal role

Build the role and its access type.

Embed Introw in Salesforce

The panel and permission set a CRM user works from.

Collaborate from Salesforce

The job a CRM user does all day.

What your plan meters

Seats, portals and the rest of the counts.

Implementation reference

Full configuration options.