Team & Roles
Roles decide which parts of a workspace a person can open, what they can change, and whether they see only their own records or everyone’s. Share this guide with teammates using /docs/team-roles.
Choose a Role
Every workspace starts with Admin, Member, and Editor. Admin always has full access and its permissions cannot be changed. Member and Editor are starting roles: an Admin can edit their permissions to fit the team. Admins can also create additional roles, such as sales-manager or support-lead.
Member starts with access to their own conversations and sales records, can work on their own tasks and alerts, can use Pulse, and can view Jobs and knowledge bases. Editor starts with wider workspace access and more editing permissions. Open either role in Roles & Permissions to see its complete starting permissions before changing them.
To add a role, open Settings > Roles & Permissions, select Add role, enter a name, choose permissions, and select Create role. Role names must have 2–32 characters, start with a lowercase letter, and contain only lowercase letters, numbers, or hyphens. Spaces entered in the name field become hyphens.
To change a role, select it at the top of the page, adjust the permissions, then select Save changes. Changes to a role affect everyone currently assigned to it. Open sessions update their access when the person returns to the app or within about a minute while the app is in use. Review the role before saving, especially if it is widely used.
Set Feature Access
Permissions are grouped as Conversations, Insights, Daily work, Automation, Content & customer data, Workspace settings, Channel setup, and Personal settings. For most features, Read allows viewing. Write allows creating, editing, and deleting, and automatically enables Read. Clear Read to remove both kinds of access. If Read is selected without Write, the feature is view only. Conversation access is chosen by account below. Search and preview actions that do not save changes are available with Read access.
Permissions apply independently. For example, someone can read Contacts, write Tasks, and have no access to Billing. Using Quick replies in Inbox requires Quick replies Read and access to the conversation. Profile attributes are shared contact facts across channels, so their permission covers contact values throughout the workspace. Campaign, Job, and Sales editors can use existing labels, event types, and profile fields in filters without permission to change their settings. A person who can manage members through the Members and roles permission can invite people and manage non-Admin members; only an Admin can create or edit roles, grant Admin access, or remove an Admin.
The rows under Channel setup control connections and channel settings. Conversation access is set separately for each connected account under Conversations.
- Conversations: WhatsApp Business API, Instagram, and Personal WhatsApp accounts for Inbox and Que.
- Insights: Dashboard, Alerts, and Analytics.
- Daily work: Calls, Tasks, Sales, and Contacts.
- Automation: Jobs, Campaigns, AI Agent, Pulse, and Web agent.
- Content and customer data: Templates, Labels, Quick replies, Profile attributes, and Knowledge bases.
- Workspace settings: Members and roles, Billing, API keys, Organization settings, Integrations, and Event definitions.
- Channel setup: Channel connections, WhatsApp Business settings, Instagram settings, and Website widget.
- Personal preferences: Profile and appearance, and Notifications.
Choose a Scope
Features that contain records have a Scope menu once Read is selected. Own limits a feature to records connected to the person; All gives workspace-wide access. Conversations use account choices instead of a Scope menu. You can set a different scope for Dashboard, Calls, Alerts, Tasks, Sales, and API keys. Other features are marked Workspace or Personal; personal settings affect the signed-in person.
On Dashboard, Own shows a person’s accessible latest conversations. Calls with Own scope are limited to the WhatsApp Business accounts selected for the role. Alerts with Own scope are limited to that person’s alert rules. Tasks with Own scope include tasks they created or were assigned. In Sales, leads follow the person’s conversations or tracking activity, while deals and companies follow the assigned owner. API keys with Own scope show that person’s keys. Scope applies to both reading and writing in that feature.
Give a Role Access to Connected Accounts
A personal WhatsApp number belongs to a teammate. A WhatsApp Business number or Instagram account belongs to the workspace, so everyone with access to that account sees its conversations. If your workspace uses only business accounts, no teammate needs a personal WhatsApp number.
- Connect the business number or Instagram account in Settings > WhatsApp Business or Settings > Instagram.
- Open Settings > Roles & Permissions and select the role. To make a new role, select Add role.
- Under WhatsApp Business API accounts and Instagram accounts, select Read for each account the role may view. Select Write on each account it may reply from or change. Write also selects Read.
- Under Personal WhatsApp, leave Own selected for a teammate’s own connected conversations. Select All only if this role should see or change personal WhatsApp conversations across the workspace.
- Select Save changes, or Create role for a new role. Assign teammates to the role in Settings > Members.
Personal WhatsApp applies only when a teammate links their number. Own means conversations they participated in or were assigned; All includes everyone’s personal WhatsApp conversations. Own Read and Write are selected by default. Business account access is separate: Read includes every conversation on that account, even if another teammate handled it. An unselected account stays hidden, including through direct links.
For example, set one WhatsApp Business API account to Read only and one Instagram account to Read + Write. The team can view both accounts, but only reply from the Instagram account. With Personal WhatsApp Own, teammates can also work on their own connected conversations. If nobody has linked a personal number, the Personal WhatsApp section adds no conversations.
Read on any account opens Inbox, Que, and recorded events for the conversations that role can read. Que sends a message to a customer only after you confirm it. Write allows replies, other conversation changes, and recording events through an API key for that account. Event definitions in Settings have a separate workspace permission. API keys follow their owner’s account permissions when sending from a business account.
A disconnected account remains listed with a Disconnected label. Its conversations are unavailable while it is disconnected; reconnecting restores the saved access. Admin always has full access.
Invite and Update Members
Open Settings > Members and select Invite User. Enter the person’s email address and choose a role. They receive an invitation link to join the workspace. Invitations expire after seven days; pending invitations can be viewed or canceled on the same page.
On the Members page, you can change a current member’s role or remove their access. You cannot change your own role or remove yourself. Only an Admin can assign or remove the Admin role. If a new role does not appear in the role list, refresh the Members page after creating it.
Delete a Role
In Roles & Permissions, select a custom role and choose Delete role. Admin, Member, and Editor remain available and cannot be deleted. To delete another role, first move its current members to a different role and cancel any active invitations using it.