User roles

Each user in your business has one role: Admin, Supervisor, or Agent. The role determines which menus the user can open and which actions the user can take. An Admin sets the role of each user in the Business Settings > Users menu.

On screen, the role options appear as Admin, Supervisor, and Agent.

The tables on this page apply to businesses whose plan includes the related feature. The menu of a feature that is not active in your plan does not appear for any role.

Role summary

• Admin manages the whole business: channels, users, chatbots, AI Agent, balance, API credentials, and business data. An Admin can also do every Supervisor and Agent task.
• Supervisor leads the service team: sets up departments and their members, manages customers, reads analytics and reports, and approves Agent broadcasts.
• Agent serves customers in the Chat menu, uses Template Responses and tags, and creates broadcasts that are sent after approval.

Menus each role can open

A ✓ means the role can open the menu. A ✗ means the menu does not appear and its page refuses to open.

Main menus

Note that a broadcast created by an Agent is sent only after an Admin or a Supervisor approves it. How to do this is in the Templates and broadcasts topic. Agents open Message Summary without the cost column.

Also, some businesses use the embedded version of the Broadcast page. This version of the page is open to Admins and Supervisors, but not to Agents.

Call Center

This menu group appears only if the Call Center feature is active in your plan. The details are in the Call Center topic.

AI Agent

Channel Integration

Chat Settings

Business Settings

Developers

Help

Your account

How to change your password and turn on 2FA is in the Account and security topic.

Dashboard widgets

Some widgets on the Dashboard appear only for certain roles.

Other widgets, such as the number of active chats, waiting chats, unread messages, and agents who are online, appear for all roles.

Actions on data

Being able to open a menu does not mean being able to take every action in it. The following table shows the actions that are limited per role.

Note the following:

• No role can delete a customer directly. An Admin requests deletion of the customer's data, as described in the Customers topic.
• A Supervisor can download every export in your business, including exports created by an Admin. Only an Admin can delete an export created by someone else.
• Agents do not open the Download Center menu. The ✓ for "download your own export" applies to the download link of an export that the Agent created.

Actions in the Chat menu

Also, an Agent can hand over a chat that the Agent holds to another agent. Only Admins and Supervisors can assign a chat held by another agent to a different agent. Admins and Supervisors can also take that chat over for themselves.

The take-over rules apply to every business, whatever the Agents can see all chats setting is. A chat whose customer is being asked to choose a department also waits in the Unassigned tab, but an Agent cannot take it over. Admins and Supervisors can take it over and then hand it over to the right department.

Who sees which chats

Admins and Supervisors see all chats in your business. The chats that Agents see depend on the Agents can see all chats setting. Chats from other businesses never appear for any role.

• Setting on. Agents see and read all chats in your business, whatever their department.
• Setting off. Agents see only the chats that they hold and the chats that wait in the Unassigned tab. Chats that a chatbot or AI Agent is serving, chats held by other agents, and finished chats that were not theirs do not appear. The Bot and Agent tabs also do not appear for Agents.

A new business starts with the setting off. A business that existed before this setting was available starts with the setting on, so its Agents keep seeing all chats until an Admin turns the setting off.

When the setting is off, the following also applies to Agents:

• The same limit applies to search, tab counts, the unread chat count on the Chat menu and in the chat list, and the Recent Conversations widget on the Dashboard. Other count widgets on the Dashboard, such as active chats and waiting chats, are not limited by this setting.
• An Agent reads a customer's earlier chats from the customer's chat that the Agent holds, including chats that another agent handled. The history shows finished chats, not the customer's chats that another agent, a chatbot, or an AI Agent is serving now. On a queued chat that the Agent has not taken yet, the history tab shows "Customer history appears after you take over this chat."
• If an Agent starts a chat with a customer whom another agent, a chatbot, or an AI Agent is serving, no chat opens. The app shows "This customer is being served by {agent name}." or "This customer is being served by the chatbot/AI."
• If a chat that an Agent has open moves to another agent, goes back to a chatbot or AI Agent, or ends without that Agent holding it, the chat closes. The app shows one notice: "You no longer have access to this chat. It was closed and removed from your list."

For every business, whatever the setting is:

• Only the agent who holds a chat, Admins, and Supervisors can reply to the chat or change its status.
• An Agent who wants to reply to a chat in the Unassigned tab must take over that chat first.
• The tabs on the Chat page only filter the view. The Agents can see all chats setting is what limits the chats that Agents see.
• Department membership does not limit which chats are visible. A department only determines which agents receive new chats automatically.

Change the Agents can see all chats setting

Only Admins can change this setting.

1. Open the Business Profile page from the account menu, item Business Profile.
2. Click Edit Business Information.
3. In the Chat section, turn Agents can see all chats on or off.
4. Click Save changes. The new setting applies to all Agents in your business.

How to take over and hand over a chat is in the Chat topic.

Roles in a department

A person's role in a department follows the role of their user account. You no longer select this role separately for each department.

In the Chat Settings > Department Users form, the Role field only shows the role of the user you select, and you cannot change it. The Role column and filter in the Department Users list also read the user role.

To change a person's role:

1. Open Business Settings > Users.
2. Click the user you want to change.
3. Select the new Role.
4. Click Save changes. The new role appears in the Department Users menu for every department that the user is a member of.

Note that only Admins can open the Users menu. Department membership determines automatic chat assignment and the concurrent chat limit. The details are in the Departments topic.

Example role setup

The following example uses the customer service team of Toko Sinar Jaya.

Sari (Admin) owns the shop. Sari connects the shop's WhatsApp number, adds accounts for the team, checks the balance and transaction history, and creates API credentials for the cashier system. Sari is also the one who requests data deletion when a customer asks for it.

Hendra (Supervisor) leads the CS team. Hendra creates the Penjualan and Layanan Purnajual departments, adds agents to the departments, and reads the agent performance report at the end of every month. When Rina submits a promotional broadcast, Hendra checks its content and then approves it. Hendra cannot open the channel menus or the Users menu.

Rina (Agent) replies to customer chats. Rina takes new chats from the Unassigned tab. Sari turned on the Agents can see all chats setting, so Rina can read chats held by colleagues to follow the conversation. Rina cannot reply to or take over those chats. If such a chat needs Rina, Hendra hands it over to Rina. Rina uses Template Responses that Rina created and adds tags to chats. Rina does not open the Departments, Customers, Reports, or Download Center menus.