11x Admin guide
The ongoing admin reference: users and access, keeping the knowledge base current, tuning qualification, watching deliverability, and a monthly review cadence.
This is the ongoing admin reference, for after you are live. If you are setting up for the first time, use Getting started as an Admin instead - that covers the first week end to end.
Who this applies to: 11x workspace Administrators running a live deployment. Most of what follows is light but recurring - the failure mode is not difficulty, it is drift.
The five things that need ongoing attention
| Area | Cadence | Why it drifts |
|---|---|---|
| Knowledge base | On every product or positioning change | Output stays fluent while becoming subtly wrong |
| Qualification thresholds | Monthly, against rep feedback | Market and product change; thresholds do not |
| Deliverability | Weekly glance, act on any dip | Reputation degrades gradually and repairs slowly |
| CRM hygiene | Quarterly | Stale ownership breaks exclusions silently |
| User access | On every joiner and leaver | Access outlives employment |
Users and access
Add receiving reps with calendars connected
A rep routed a meeting without a connected calendar produces a booking failure. Make calendar connection part of onboarding.
Remove access promptly when people leave
Also check whether they authorized any integration. A CRM connection made with a personal account breaks when they go - see cannot connect CRM.
Review who holds admin rights
Quarterly. Admin can change targeting and messaging for the whole workspace.
Keeping the knowledge base current
Update it when any of these happen:
- Positioning or messaging changes
- You launch or sunset a product
- A new competitor becomes relevant, or an existing one changes their pitch
- You win a notable customer worth citing
- A recurring objection emerges that is not yet covered
- Pricing posture changes
A stale knowledge base degrades quietly. Output stays fluent while becoming subtly wrong, which is much harder to catch than an obvious failure. Assign it an owner and a review trigger, not just a review date.
Use version history to change one thing at a time. If you rewrite positioning, differentiation, and proof points in the same week, a drop in reply rate tells you nothing about which change caused it. See knowledge base.
Tuning qualification
The signal that matters is rep disagreement.
Collect flagged meetings formally
Ask reps to flag any meeting they would not consider qualified. Unflagged bad meetings mean the threshold stays wrong and trust erodes quietly.
Read disqualified transcripts monthly
This is where the expensive mistakes hide. A wrongly disqualified good lead disappears without anyone reporting it.
Separate data problems from criteria problems
A lead disqualified for a missing attribute the company actually has is a data issue, not a scoring one.
Change one criterion at a time
So you can attribute the effect.
Watching deliverability
| Metric | Act when |
|---|---|
| Inbox placement | Declining - hold volume immediately |
| Bounce rate | Above near-zero - fix the data source |
| Complaint rate | Any sustained level - tighten the ICP now |
| Domains in rotation | Several at once - a targeting problem, not a domain problem |
| Call connect rate | Declining - check number reputation and region match |
Rotation and cooldown protect you from symptoms, not causes. If domains rotate repeatedly, stop increasing volume and check complaint rate first. See mailbox health and connection boosts.
Monthly review
Pipeline per play, not reply rate
Compare motions on influenced pipeline. A revival play with a lower reply rate and higher pipeline per reply is the better play.
Average deal size
If it is drifting down, the ICP is reaching too far down-market.
Rep feedback themes
Not individual complaints - patterns.
Read a sample of auto-sent replies
Especially objection-category replies. See smart replies.
Check the changelog
New capabilities worth enabling. See changelog.
Quarterly
- Audit CRM ownership and opportunity state - the data exclusions depend on
- Review admin access
- Re-read the knowledge base end to end - not just the parts you edited
- Revisit tier sizing against actual volume and peak concurrency
Next steps
Getting started as an Admin
The first-week setup walkthrough.
Analytics overview
Where the monthly review numbers live.
Security and data handling
Access scoping and credential hygiene.
Getting started as a User
Share with new reps.
Need help?
Email support@11x.ai, or book time with the team.