Wello Solutions is built to help service organizations manage their field operations efficiently, from scheduling work orders and dispatching technicians to completing jobs and keeping customers satisfied. A key part of making this work smoothly is understanding how people are organized within the platform. Wello provides several features that define who does what, how team members are grouped, and who leads specific jobs in the field.

This article explains five important concepts in Wello: Team Leader, Work Order Leader, User Teams, User Type, and Team Members. Each of these plays a distinct role in how a service organization structures its workforce, plans jobs, and ensures that the right person is responsible at the right time. While some of these terms may sound similar, they serve different purposes, and understanding the difference between them is essential for getting the most out of Wello.

A Team Leader in Wello is a specific designation given to a technician who oversees a small group of fellow technicians on the planning board. This designation is not about managing the entire organization or having administrative control, it is specifically about how technicians are visually grouped and organized when planners are scheduling work.

Team leaders are used to manage a field technicians' team. You use this whenever you have technicians’ teams that work together day in day out as one team (basically: as if it was 1 technician).

When a technician is marked as a Team Leader, other technicians can be assigned to that person. On the planning board, the Team Leader appears with a small expandable arrow (a black triangle) next to their name on the planning board. Clicking on this arrow reveals all the technicians who have been assigned to that Team Leader. This makes it easy for dispatchers and planners to see which technicians belong to a particular group and to schedule jobs accordingly.

Whenever the planner plans a work order on the team leader, the same work order will automatically be planned on every team member as well and by default, the team leader will be appointed as 'Work order leader'. The work order leader is the one who will fill in all the work order information and get the customer's signature to close the work order.

Of course, even if all team members are planned automatically, the planner can always decide to remove the work order from one of the team members, for example when this team member is unavailable (holiday, sick, ...).

Your team members will see the planned work orders on their mobile app, and the work order details.

It is important to note that a technician who is set as a Team Leader cannot also be assigned to another Team Leader. The system prevents this to maintain a clear structure. If the Team Leader designation is removed from a technician, the team members previously assigned to that person are also removed from the group.

The Team Leader setting is found in the user profile under the User Assignment section. There is a checkbox labeled "Is Team Leader" — once this is enabled, the technician becomes a Team Leader. Other technicians in the same service area can then be assigned to this leader using the "Assign to team leader" field in their own profiles.

This feature is purely about organizing the planning board for better visual clarity and quicker scheduling. It does not grant extra permissions or access rights within the system.

How to Assign a Technician to a Team Leader

The Work Order Leader is a different concept from the Team Leader, even though both involve the idea of leadership. While a Team Leader is a permanent designation that organizes technicians on the planning board, a Work Order Leader is assigned on a per-job basis whenever a single or grouped work order is planned for multiple technicians.

When a job is complex enough to require two or more technicians working on the same equipment or at the same location, Wello requires that one of them be designated as the Work Order Leader. This person is responsible for finalizing the work order completion process with the customer — essentially, the Work Order Leader is the one who signs off on the job and ensures everything is properly closed out.

There can only be one Work Order Leader per work order. Once a Work Order Leader is assigned, that person cannot be "unassigned", the leadership can only be transferred to another technician already planned for the same job. On the planning board, the Work Order Leader is identified by a fully colored user icon, making it easy to see at a glance who is leading a particular job.

The rules for when a Work Order Leader is required depend on the type of work order and the service type being used:

For a single work order assigned to multiple technicians, a Work Order Leader is always required. For grouped work orders (jobs involving multiple pieces of equipment), the requirement depends on the service type — a Work Order Leader is required when the service type is set to "Short" or "Short or Detailed," but it is optional when the service type is "Detailed." In a detailed service type, each technician individually signs off on the equipment they serviced, so a central leader is not necessary.

There is also a direct connection between the Team Leader and the Work Order Leader concepts. If a work order is planned on a "team" (meaning it is dragged and dropped onto a Team Leader on the planning board), the assigned Team Leader automatically becomes the Work Order Leader for that job.

Planners can also change the work order leader by going into the Work order details. In the work order overview tab, locate the work order details section and click on the Preferred WO leader field, select a user and click save.

A ‘user team’ is a team or group of users.

User Teams represent a broader organizational grouping of users within Wello. Unlike the Team Leader feature (which is purely about visual grouping on the planning board), User Teams are a structured way to organize people into named groups — such as a "Repair Team," a "Maintenance Team," or a "Northern Region Team" — and to grant team managers specific rights over the members of those teams. But it can also be used to simply manage a certain group of users, regardless to which service area or skill they are linked to.

Every new Wello domain comes with at least one default User Team, which can be renamed to suit the organization's needs. Additional teams can be created, edited, or removed by navigating to Settings >> Manage your team >> User Team. A user can belong to one or multiple User Teams, and linking a user to a team is currently not mandatory in Wello.

One of the most powerful aspects of User Teams is the concept of the Team Manager. A user can be designated as the manager of one or more User Teams, users can be linked to 1 or multiple user teams, and a single team can have multiple managers. When someone becomes a manager of a User Team, that person gains several additional capabilities within the platform.

On the planning board, a Team Manager can see all the technicians who belong to the teams they manage, even if those technicians are in different service area. The planning board can be grouped by User Teams, so managers get a clear view of their entire team's schedule. Technicians assigned to multiple teams will appear under each team on the planning board.

In the work order search screen, a Team Manager can search for and view all work orders that have suggested technicians (Preferred users) belonging to their managed teams. This means the manager does not need to be linked to every service area — as long as the suggested technicians are in the manager's teams, the work orders are visible.

When creating a new work order, the list of suggested or preferred users (technicians) automatically includes all users assigned to the teams (and service areas) the current user manages. This ensures that the right people are always available for job assignment.

In the task search screen, the Team Manager can view and filter tasks assigned to any member of their managed teams, making it easy to monitor workload and follow up on open items.

If a user needs to manage all current and future User Teams, it is recommended to make that person a manager of the entire service organization. This also automatically grants management rights over all service areas.

Special use case: a user who has the setting ‘show on planning’ enabled and has access rights to the planning BUT IS NOT manager of any user team (and service area), will only see him/herself and will only see work orders where he/she is mentioned as preferred/suggested user. If there are no such work orders, this user will see no work orders at all, except those planned on him/her.

User Type is a classification label that can be assigned to each user in Wello to describe the kind of role that person fulfills within the organization. It is essentially a way to categorize people based on what they do — for example, Certified technician, Junior technician, Senior technician, Consultant.

User Types are configured under Settings >> Manage your team >> User Type. An administrator can create as many User Types as needed using the Plus Add button, and each type is given a name along with a description that defines its behavior in the system.

User Type is separate from User Groups, which control access rights and permissions. While a User Group determines what a person can see and do within the platform (such as whether they have access to the mobile app, the back office, or administrative settings), User Type is more about classification. A user is assigned to a User Group for permissions and a User Type for role classification.

Creating user types also allows you to apply an extra filter when searching users. If you have a lot of users in Wello, in the users page, users can use the filter: “user type” at the top of the page to look for a group of specific users.

Team Members in Wello are simply the users, the people, who make up the workforce within the platform. Every person who uses Wello in an organization is a team member, whether they are an administrator managing the system, a service manager coordinating work, a dispatcher scheduling jobs, or a field technician executing work orders on-site.

Team members are managed under Team >> Users. From this section, administrators can add new users, edit existing profiles, archive users who are no longer active, and configure all the settings that define how each person interacts with the platform.

Each team member's profile contains essential tabs like the Overview, Assigned to, Working Hours and skills and Users rights. All these tab contain important information about the user such as personal details (name, email, phone number, address), function and department, user preferences (language, default screen, start location), and critically, the User Assignment settings that tie everything together.

This is where a team member is linked to a User Group (which determines access rights and licenses), a User Type (which classifies their role), a User Team (which groups them with colleagues), and optionally, a Team Leader (which organizes them on the planning board).

A team member must be linked to a User Group to be activated in the system. The User Group also determines the type of license consumed — for example, linking a user to an Administrator or Field Service Technician group consumes a full license, while linking to a Back Office or Timesheet group consumes a regular license.

Subcontractors operate on a credit-based system rather than licenses.

The different User Groups type available in Wello include Administrators, Service Managers, Back Office, Field Service Technicians, Field Service Representatives, Field Sales, Planned Users, Subcontractors, and Timesheet users. Each group comes with pre-configured access rights that can be fine-tuned after the user is created.

All five concepts, Team Leader, Work Order Leader, User Teams, User Type, and Team Members, work together to create a complete organizational structure within Wello.

Team Members are the foundation. Every person in the system is a team member, and their profile is where all other configurations come together. Each team member is assigned a User Type that classifies their role and determines default behaviors like planning board visibility. They are placed into User Groups that control what they can see and do in the platform.

User Teams provide a flexible way to group team members by skill, specialty, region, or any other criteria that makes sense for the organization. Managers of User Teams gain visibility into their team's work orders, tasks, and planning schedules, making it easier to coordinate operations across the organization.

The Team Leader designation takes organization a step further on the planning board by creating visual sub-groups of technicians under a lead technician. This is especially helpful for dispatchers who need to quickly identify which technicians work together and plan jobs accordingly.

Finally, the Work Order Leader steps in at the job level. When a specific work order requires multiple technicians, one of them is appointed as the Work Order Leader to take responsibility for finalizing the job and completing the sign-off with the customer. If the job is planned directly on a Team Leader, that person automatically becomes the Work Order Leader, creating a seamless connection between the planning structure and job execution.

Together, these features ensure that every service organization using Wello can structure its teams clearly, assign the right responsibilities to the right people, and maintain full visibility over who is doing what — from the planning board all the way to the field.