Getting Started

Team Access & Permissions

What each team member can open, change and see — and how that is enforced everywhere they sign in.

Two roles

Every login belongs to one of two roles.

Role	What it can do
Account owner	Everything, including billing, plan changes, connecting WhatsApp numbers, integrations, API keys and managing the team. Permissions do not apply — an owner always has full access.
Team member (staff)	Only what has been granted. Every module is off until you turn it on, and each module has its own permissions.

Tip

Account administration — billing, payments, connecting or removing a WhatsApp number, integrations and API keys — stays with the owner and cannot be delegated to a team member.

Permissions: view and manage

Most modules have a pair of permissions, and the difference matters.

View opens the screen and lets the member read what is on it.
Manage lets them change it — create, edit, delete, deploy, send.

A member with view only sees the list without the buttons: no Create, no Edit, no Delete, and no deploy or stop control. Chatbots are a good example — View chatbots shows which flows exist and how they are performing, while Manage chatbots is what opens the builder and lets a flow be put live or pulled out of service.

Note

Permissions are enforced on the server, not just in the interface. Hiding a button and refusing the request are separate checks and both are applied, so a member cannot reach a restricted action by calling the API directly or using the mobile app.

Three scopes

Permissions answer what a member may do. Scopes answer which records they may do it to. The three are independent and combine — a member must pass all three.

Scope	Set in	Default	What it limits
WhatsApp numbers	Team → member → Number Access	All numbers	Conversations, contacts, broadcasts, templates, chatbots and reports for numbers not on the list are hidden. Templates follow the WhatsApp Business Account, so a number's templates include those shared by its siblings on the same WABA.
Channels	Team → member → Channel Access	All channels	WhatsApp, Instagram, Messenger, Telegram and the rest. An agent scoped to WhatsApp does not see the Instagram queue anywhere — inbox, desk, chatbots or analytics.
Record visibility	Team → member → Record Visibility	Everything in the organisation	With “Only what's assigned to them” switched on, Live Chat, Support Desk, Contacts, Sent History and the statistics built on them show only records assigned to that member.

Tip

Leaving a scope empty means all, not none. A member you never restrict works everything the organisation has, limited only by their permissions.

Record visibility in practice

Off (the default) — a shared inbox. The member sees conversations and contacts assigned to them and anything unassigned, so the team can pick work up from a common queue. Records another agent already owns stay hidden either way.
On — their own book only. Unassigned work is not theirs to take, so it does not appear, and the dashboard tiles drop the unassigned count rather than promising work they cannot open.

Statistics follow the same boundary as the lists they open. A member's dashboard, analytics and desk reports are counted with their own scopes applied, so the number on a tile always matches what they find when they click it.

Where access applies

A permission or scope change applies to every way that member reaches the account.

Surface	How access is applied
Web app	Screens they may not open show Access Restricted rather than redirecting; controls they may not use are not rendered.
Mobile app	Requires the Use mobile app permission. Without it, sign-in is refused at the login screen with an explanation — not after signing in.
Browser & spreadsheet extensions	Require the Use extensions permission. Their number scope and permissions apply to everything sent through the extension token.
Public API	API keys carry their own scopes and channel list, checked on every call — see the API Reference.

Changing or removing access

Edit a member

Open Team, choose the member, and adjust their permissions or any of the three scopes. Changes apply to sessions they already have — within about a minute on the web, and on the phone app's next request. Nobody has to sign out and back in.

Deactivate or remove

Deactivating or deleting a member ends every session they hold immediately — browser and phone alike. The phone app signs out and says why.

Warning

Removing a member unassigns their conversations so nothing is left pointing at an account that no longer exists. Reassign anything time-sensitive first — an unassigned conversation is only visible to colleagues whose record visibility allows it.

Quick Start

Changelog