Rollback lets managers move accounts in an area back to an earlier stage, so territory your team has already worked looks fresh to reps again. Each account goes back to the most recent rollback stage in its own history, so every account lands somewhere that makes sense for it.
Note: Rollback is rolling out gradually, so you might not see it yet. If you'd like it turned on, contact support or your Customer Success Manager.
When to use Rollback vs. Reset
Both actions live in Area Management, but they work differently.
Rollback | Reset Area / Reset Stage | |
Where accounts go | Each account goes back to the most recent rollback stage in its own history | Every account goes to the same single stage you pick |
Accounts that are left alone | Accounts in protected stages, or already in a rollback stage | None |
Who can use it | Roles your admin chooses | Users with the Manage Accounts permission |
Setup needed | Yes, an admin turns it on for each workflow | No |
Use Rollback when you want to re-work territory without wiping out useful progress, for example sending "Not Home" accounts back to wherever they were before. Use Reset Area (from an area) or Reset Stage (from a drawn shape) when you want every account to start over at the same stage. Reset works the same as it always has.
How each account's new stage is decided
When you run a rollback, each account is checked on its own:
Is it in a protected stage, or already in a rollback stage? If so, it's left alone.
Otherwise, look back through its stage history, newest first. The first rollback stage found is where the account goes. Only history in the account's current workflow counts, and there's no time limit on how far back it looks.
Never been in a rollback stage? It goes to the default rollback stage, if your admin set one. If there's no default, the account is skipped.
Example
Say your admin set up the workflow like this (stage names are just examples):
Rollback stages: Prospect, Hot Lead
Protected stages: Existing Customer, Do Not Knock, Pending Order, Cancelled, Win
Default rollback stage: Prospect
Account's stage history | Current stage | After rollback | Why |
Prospect → Not Home | Not Home | Prospect | Most recent rollback stage in its history |
Prospect → Hot Lead → Not Interested | Not Interested | Hot Lead | Most recent rollback stage in its history |
Hot Lead → Prospect → Not Home | Not Home | Prospect | The most recent rollback stage wins |
Created directly in Not Home | Not Home | Prospect | No rollback stage in its history, so it uses the default |
Prospect → Hot Lead | Hot Lead | No change | Already in a rollback stage |
Prospect → Pending Order | Pending Order | No change | Pending Order is protected |
Set up Rollback (admins)
Rollback is set up separately for each workflow.
Go to Settings > Workflows and open the workflow you want.
Click the ⋯ (more options) button at the top right of the workflow, and under Advanced Configuration choose Account Rollback.
Turn on Enable rollback. The other fields can't be edited until it's on.
Under Who can roll back, pick the roles allowed to run a rollback. If you leave it empty (Nobody), no one can roll back accounts.
Choose your Rollback stages. These are the stages an account can be rolled back to. You need at least one, or the workflow won't save.
Optionally, choose a Default rollback stage. It has to be one of your rollback stages. It's used when an account has no rollback stage in its history. If you leave it as No default, those accounts are skipped.
Choose your Protected stages. Accounts in these stages can't be rolled back. A stage can't be both a rollback stage and a protected stage.
Close the window and click Save on the workflow to apply your changes.
Good to know:
Any stage that isn't a rollback stage or a protected stage can be rolled back. That includes stages you add to the workflow later. If you add a new stage that shouldn't be rolled back, add it to Protected stages.
Role scope matters. A role assigned on a team only covers that team's accounts (and teams under it). A role assigned directly to a user applies company-wide.
If you remove the default stage from your rollback stages, the default is cleared and you'll see a warning: The default rollback stage was cleared because it is no longer a rollback stage.
Turning Rollback off keeps your settings, so you can turn it back on later without setting it up again.
Run a rollback (managers)
You'll see the Rollback button only if Rollback is turned on for the workflow you're viewing and you have one of the roles your admin chose. Rollback is available on the web only.
Start from an area
In Area Management, open the area.
Click Rollback in the area header, next to the other area actions such as Reset Area.
Start from a drawn shape
In Area Management, draw a shape on the map around the accounts you want.
In the actions that appear (such as Assign and Reset Stage), click Rollback. No area is created.
In the Roll back accounts window
Optional: choose stages under Roll back from. Leave it on All stages that can be rolled back, or pick specific current stages. Only stages that can be rolled back are listed. A note lists the stages that can't be rolled back: Accounts in these stages can't be rolled back. These limits are set by your company admin.
Optional: pick one user under Users to include only that user's accounts. Leave it on All users to include everyone. Each user shows how many of their accounts match.
Check the What will happen preview (Dry run · nothing changes yet). It shows how many accounts matched and where they'll go, and updates as you change your choices. For example:
412 matched accounts
Moves to Prospect: 317 (270 back to their last rollback stage, 47 by default)
Moves to Hot Lead: 95 (95 back to their last rollback stage)
Skipped: no rollback stage and no default: 0
Below the preview, Rolls back to and Default show your admin's rollback stages and default stage for reference. They can't be changed here.
Check I understand this can't be undone, then click Roll back [number] accounts (for example, Roll back 412 accounts).
The Roll back [number] accounts button won't work until you check the box and the preview shows at least one account that will move.
The rollback runs in the background, just like Reset. You'll see a Rollback in progress message, and map pins might take a little while to update.
What changes and what doesn't
Only the stage changes. The account owner, rep assignment, and last action date stay the same.
There's no undo. Double-check the preview before you confirm.
It's tracked in history. Each rolled-back account gets a normal history entry under the name of the manager who ran it.
No new credit is given. Rolling an account back to Hot Lead doesn't count as a new Hot Lead.
Earned credit is never removed. Credit already earned, like pitches, stays, even if the account moves forward again later.
Automations, webhooks, and integrations behave the same way they do for Reset.
FAQ and limitations
Can I roll back a single account?
No. Rollback works in bulk only, from an area or a drawn shape.
Can I use Rollback on mobile?
Not right now. It's web only.
I don't see the Rollback button. Why?
Either Rollback isn't turned on for that workflow, or your role isn't one of the roles allowed to use it. Check with your company admin. If your company doesn't have the feature yet, contact support or your Customer Success Manager.
Why was an account skipped?
Accounts in protected stages, or already in a rollback stage, aren't included in a rollback at all. An account that is included is skipped when it has never been in a rollback stage and no default stage is set. The preview shows these as Skipped: no rollback stage and no default.
My rollback is slow or timed out. What should I do?
Very large selections can take a while or time out. Try a smaller area.
Why doesn't the result match the preview exactly?
The preview shows accounts as they were when you opened it. If any stages change before the rollback finishes, the final result can be slightly different.
Can I undo a rollback?
No. Rollbacks can't be undone, so review the preview carefully first.