Full Book is an optional feature which allows the Agency Admin and select captive agents to access all contacts owned by other captive agents in their agency – not just the ones they personally created.

This access lets users to update details, drugs, doctors, and pharmacies, run quotes, send SOAs and Intakes, and submit enrollments.

This feature is designed for captive shops that share contact records. It also works well for Admin/Support staff who need access to the team’s full book of business (more on that below).

The Agency Admin on the agency account can toggle Full Book access on or off, via their Agency tab.

They can grant this access to any agent who:

The Agency Admin has Full Book access by default. Any captive agents the Admin grants Full Book access to will also be able to access the Admin’s Contacts.

Agents connected using the independent join code are ineligible for Full Book.

See the illustrated diagram section below for further explanation.
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For any contact records owned by the agency's other captive agents or Agency Admin, Full Book agents can:

Note: If you’re a Full Book agent, you’ll see a column on your Clients and Leads list – and a field on the contact record – called First Agent. This shows the name of the agent who originally created the contact:

We don’t yet offer a dedicated account type for administrative/support staff. However, this Full Book feature enables these team members to do their back-office tasks, such as updating contact details, drugs, and providers on behalf of agents.

Here's how to set them up:

1. Sign up for an agent account
Support staff should go to medicare.healthsherpa.com and sign up for a standard agent account. If they don’t have an NPN, they can enter a placeholder like 0000000 – this prevents access to enrollment forms but still allow CRM and quoting access.
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2. Join your agency as a captive agent
Have them enter your agency’s captive join code to connect their account.
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3. Grant Full Book access
Once they’ve joined, the Agency Admin can go to the Agency tab and toggle on Full Book access for that user, as described above.

This setup gives admin/support staff full visibility into the agency’s captive contact records and the ability to manage them.

ℹ️ Note: if your admin is sending an SOA or Intake, the agent details displayed will pull from their account. So, you may want to list your own name, phone, NPN, etc details in your admin's account settings.

Here's an illustration of how Full Book works.

By default, Agency Admins get Full Book access to Contacts in any captive downline accounts.

Agency Admins can grant Full Book access to some or all of their captive downline agents, but not their independent agents.

Here's an example where Captive agent 1 has been granted Full Book, so has access into the Agency Admin's account, and Captive agent 2's account:

Here's an example where all Captive agents have been granted Full Book. So, all Captive agents and the Agency Admin have a access to each other's Contacts.

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