Agents & permissions

Create agent accounts and grant each one exactly the abilities they need.

Overview

Agents are the team members who work the inbox. The workspace Admin creates them on the Team page and chooses each agent's permissions. New agents can already reply, accept, and resolve conversations — everything else is off until you turn it on, so people only get the powers they need.

Create an agent

1. Open Team. In the top navigation, click Team.

2. Add an agent. Click + Add Agent, enter a Username and a password (at least 8 characters), and click Create Agent.

3. Set permissions. Tick the capabilities this agent should have (see the table below), then share their username and password. They sign in at /login.

The permissions

Permissions are grouped into five sections. Reply, Accept, and Resolve are on by default for every new agent; the rest are off until granted. The Admin always has all of them.

Group	Permission	What it lets the agent do
Conversations	Reply (default on)	Send replies in conversations
	Accept (default on)	Pick up pool conversations by replying
	Resolve (default on)	Resolve and re-open conversations
	Send images	Attach and send images in replies
	Monitor	See conversations assigned to other agents
	Take over	Reply in another agent's conversation
	Override	Act on conversations owned by other agents
	Reassign	Assign a conversation to another agent
	Start chat	Open a new outbound conversation from the customer directory. With a customer who already has a conversation, the reply rules apply: it also needs Reply, plus Take over to write into a colleague's conversation, or Accept to take one from the queue or reopen a resolved one
	See all chats	See and search every conversation and its history, not just their own
Customers	Link customer	Link a contact to a customer record
	Manage customers	View & edit the customer directory — exposes real phone numbers
Reports	View reports	Open the conversation reports page
	Export reports	Export reports to Excel
Content	Manage templates	Create and delete quick-reply templates
	Manage topics	Create and delete conversation topics
Numbers	Manage numbers	Add, scan, and reconnect WhatsApp numbers (not remove)
SMS	Send SMS	Send SMS to customers in the directory — the number is never shown

Note: Manage customers reveals customers' real phone numbers. Grant it only to people you trust with that data — see Masking & privacy.

Tip: See all chats gives selected agents a workspace-wide view — they can see and search every conversation and its history, not only the ones assigned to them (handy for a small shared desk where everyone helps with everything). Masking still holds: aliases and customer names only, never phone numbers. It's off by default, and the shared queue works the same as usual.

See who owns a chat

When you open a conversation that's assigned to another agent, Relay shows you whose it is — an "Assigned to …" tag on the conversation, a note above the reply box, and a marker on the list row — so two people don't answer the same customer at once. You can still reply (the chat stays with its owner); it's just no longer a silent surprise.

Manage an existing agent

On the Team page, each agent row lets you:

• Change permissions — tick or untick capabilities at any time.
• Reset password — set a new password (min 8 characters) for the agent.
• Two-factor authentication — Set up, Reset, or Turn off an agent's 2FA; share the QR code for them to scan in an authenticator app.
• Remove — delete the agent. Their open conversations are returned to the shared queue.

Next steps

• Masking & privacy — what agents can and can't see.
• Best practices — least-privilege tips.