Team and roles

Your team works in WhatsApp Marketing under their own logins. Each person has a role, and the role decides what they can do: answer chats, or run everything, including broadcasts.


Where	Manage → Agents
Roles	Agents and Managers, added by the Owner
Who can add people	Only the Owner
Changing a role	Any time, from the Agents page

The roles

Role	Can
Owner	Add Managers and Agents, and choose their roles. Only the Owner can do this.
Manager	See everything, and send broadcasts and campaigns
Agent	Intervene in chats and reply to them. Edit customer profiles in Live Chat and on the History page, such as adding and removing tags.

The Owner is separate from the Agents and Managers you add.

flowchart TD
    O["Owner"] -->|"Adds"| M["Managers<br/>(everything, including broadcasts)"]
    O -->|"Adds"| A["Agents<br/>(Live Chat and customer profiles)"]

Add someone

As the Owner, go to the Agents page in the Manage section.
Click Add Agents.

Fill in their details:

Field	What it is
User Name	The name they log in with, such as `priya411`
Display Name	The name shown for them in the app
Password	Their login password

Click Create.
Use the dropdown to make them an Agent or a Manager.

Give them their user name and password so they can log in.

Change a role

You can switch someone from Agent to Manager, or back, at any time from the Agents page.

Change your password

Go to your profile and click Edit. Enter the new password, and enter it again to confirm.

Decide who sees which chats

By default, the role decides what someone can do. To decide which customers' chats each agent sees, set agent rules. See Assign and transfer chats.

When to use which role

Make most people Agents. Anyone whose job is answering customers needs Live Chat and customer profiles, nothing more. An agent cannot send a broadcast to your whole list by mistake.

Keep Managers few. Managers can send broadcasts. A broadcast goes to thousands of people at once, uses your daily limit and affects your quality rating. Give that power to the people who plan your campaigns. See Messaging limits and quality.

Give everyone their own login. A shared login hides who replied to whom. With separate logins, each chat shows who handled it, and you can transfer chats between people. See Assign and transfer chats.

Use real names as display names. "Priya" or "Priya, Support" is clearer to your team than "agent2" when they transfer chats or look back at who answered.

Review roles when people change jobs. Someone who moves from support to planning campaigns may need to become a Manager, and the other way round.