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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. Team page with the agent list

  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. Agent permission checkboxes grouped by section

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) Claim conversations from the queue
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
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)

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 Queue stays shared as usual.

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 Queue.

Next steps