Changelog
What changed, newest first.
17 August 2026 — Team access, end to end
Staff permissions now apply everywhere, not just on the screens that happened to check them. Nothing is taken away from anyone by this release: every permission an existing team member relied on was granted to them as part of it.Note
Nothing to do. Existing team members keep exactly the access they had. The new controls are opt-in, and the new default — a shared inbox anyone can pick work out of — is what your team is already on.
New
- Record visibility — a third access scope, next to WhatsApp numbers and channels. Switch on “Only what’s assigned to them” in Team and that member sees only their own conversations and contacts, in Live Chat, Support Desk, Contacts, Sent History, Analytics, the mobile app and the extensions. Off by default. See Team Access.
- Read-only really is read-only. A member with view access but not manage no longer sees Create, Edit, Delete, Deploy or Send controls at all — across broadcasts, templates, chatbots, flows, products, quick replies, webhooks, the knowledge base, recurring broadcasts, the web chat widget and the channels hub.
- Staff can build. The chatbot builder and the WhatsApp Flow editor now exist for team members holding the matching manage permission — previously those screens were owner-only and the buttons leading to them went nowhere.
- Delegated call analysis. Agent scorecards are governed by the Call Analysis permission, so a team lead can be given the league table without being made an account admin. The figures are limited to the numbers that member works.
Changed
- Removing someone takes effect immediately. Deleting or deactivating a team member now ends every session they hold, in the browser and on the phone, at once. Editing their permissions reaches sessions they already have within about a minute — no more signing out and back in for a change to apply.
- Sign-in explains itself. A member whose access does not include the mobile app is told so at the sign-in screen, naming the permission to ask for, instead of signing in and meeting an unexplained error.
- Templates follow number access. A member scoped to specific numbers sees only those numbers’ templates — including the ones shared across a WhatsApp Business Account, which they can legitimately send.
Fixed
- New chats now arrive live for team members. Live Chat’s realtime feed discarded any conversation that was not yet assigned — which is every new incoming chat. Agents had to refresh to see new conversations, and non-WhatsApp channels appeared not to work at all.
- The channel filter appears when it should. The inbox’s channel filter is built from the channels your organisation actually uses and the member is allowed to work, instead of only appearing once a non-WhatsApp conversation happened to be on screen.
- Exports open correctly in Excel. CSV files downloaded from the API — ad performance, consent, contacts, quotations, call and desk reports — were read by Excel in the local character set, so an em dash appeared as
â€"and non-Latin names were mangled. Every export is now marked as UTF-8, and filenames with non-Latin characters no longer break the download. - Buttons that led nowhere. Links inside shared screens pointed at the owner’s version of a page, which bounced a team member to their dashboard with no explanation — “Build from Scratch”, “Use template” and “Scorecard” among them. Team members now land on their own version of the page, or on a clear Access Restricted message if they may not open it.