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Workspace

Team and roles

Add the people who work in your workspace, decide what each role can see and do, and put members into the pools that take handoffs.

2 min read

What you need first

  • Room on your plan for another team member.
  • Each person's name, email and phone. Their phone number is also how WhatsApp recognises them as staff.
On this page
  1. Add a member
  2. Create roles and choose permissions
  3. Pools for handoff
  4. See what changed

Add a member#

  1. Step 1: Under Teams, open Add Member and press Add Member

  2. Step 2: Fill in their details

    Name, Email, Phone, a Password for them, their Role, and a Pool if they will take handoffs (optional).

  3. Step 3: Tell them how to sign in

    No invitation email is sent. Share the email and password with them yourself; they sign in at Sign in.

To change someone later, use Edit on their row. Leave Password blank to keep their current one. Untick Active to switch someone off without deleting them, and press Update Member.

Depends on your plan: Each member counts toward your plan's team size. Compare plans.

Create roles and choose permissions#

  1. Step 1: Open Settings → Role & Permission and press Add Role

    Type a Role Name and press Create Role.

  2. Step 2: Choose what it may do

    Press the role's key icon (View Permissions). Tick an area — for example Org Member, Crm Lead or Human Handoff Requests — and then the permissions under it: view, create, update, delete. Press Update Permissions.

  3. Step 3: Give the role to people

    Choose it as the Role when you add or edit a member.

Good to know: Without a permission, the menu item simply is not there. A member's panel picks up a changed permission within a few minutes, or when they come back to the tab.

Tip: In the CRM there is a second layer: in each campaign a member is a manager, agent or viewer — see CRM.

Pools for handoff#

A pool is the team a handed-over conversation goes to. Under Teams, open Pools and press Add Pool: a Pool Name, a Description and the agent it serves, then Create Pool. Some screens still call a pool a "batch".

Put a member in a pool from Add Member or their Edit form. A member is in one pool at a time, and pool members get the Handoff Inbox — see Human handoff.

See what changed#

Settings → Activity keeps a timeline of the changes made in your workspace.

Related guides

Something here does not match what you see, or did not answer your question? Tell us — or look through the FAQ.