In short: In the Agents area, an admin adds users, groups them into teams and chooses what each one can see. There are four roles: Rep, Team Manager, Department Manager and Admin. Give each person the lowest role that lets them do their job.
Add an agent
- Go to Agents and click the purple + button.
- Enter the agent’s name, phone number and email. The email is their login.
- Set a password with at least one uppercase letter, one number and one special character.
- Choose a role under Permissions.
- Leave two-step verification on. The login code is sent to the agent on WhatsApp, and they can ask for it by email instead.
- Optional: add the agent to a team.
- Save, then send an email invitation or share the login details securely.
The four roles
| Can do | Rep | Team Manager | Department Manager | Admin |
|---|---|---|---|---|
| See own chats, send templates from the chat | Yes | Yes | Yes | Yes |
| See the team’s chats, send campaigns | No | Yes | Yes | Yes |
| See all chats (except Admin chats), manage customers, lists and chatbots | No | No | Yes | Yes |
| Manage agents, settings and the API key | No | No | No | Yes |
Chats assigned to an Admin are private. One or two Admins are usually enough.
Teams
A team is a group of agents. A Team Manager sees the chats of their team, and you can assign a chat or customer to a whole team.
- Open the Teams tab and click +.
- Enter a clear name, like “Service” or “Night Shift”.
- Select the agents and click Save.
A team can’t contain another team. Saved replies for the team are managed in the fast messages tab. See Quick Replies.
Remove an agent safely
Deleting an agent doesn’t move their customers or chats to anyone else. Before you delete:
- Find the customers assigned to the agent.
- Assign them, and any open chats, to another agent or team.
- Replace the agent in automations and default routing.
- Click the trash icon on the agent’s row.
The login history under the agents table shows every login with device, location and time.
Agent seats
Standard and Pro include 3 agents, Scale includes 5. You add agents by choosing a larger total (5, 10, 15 or 20). More than 20 agents means Enterprise. See the pricing page.
Common questions
A new agent can’t log in
Check the phone number on their card, because the login code goes there on WhatsApp. They can also ask for the code by email, or you can reset the password.
An agent sees fewer chats than expected
A Rep sees only chats assigned to them. To see the team’s chats, change the role to Team Manager and add them to the team.
A Department Manager can’t see some chats
Those chats are assigned to an Admin, which keeps them private. The Admin can reassign them.
I can’t add another agent
All your seats are in use. Choose a larger agent total on the pricing page, or remove an agent who no longer needs access.