See, read and reply
Choose who can start chats, and which chats each role can see, read and answer: all of them, new ones, a colleague’s or only their own.
Give every agent the access they need.Nothing more.
Decide who can read, reply, assign or delete each WhatsApp chat, and who sees your customers’ phone numbers.
Save changesSavedApplies to every Agent on this number
Without roles, every agent holds every key.
Link a WhatsApp number to more phones, or share its login, and everyone gets the same access: every chat, every customer’s number, every delete button.
- No roles or access levels
- Every phone number visible to everyone
- Anyone can delete, block or export
Wassenger adds the missing piece: one rule for each of these.
- Monday
A temp tidying up the inbox deletes a three-month thread with your biggest customer.
Delete chats: Admins only - Tuesday
Two agents answer the same customer a minute apart, with two different prices.
Reply: only chats assigned to them - Wednesday
A new hire edits the auto-reply. For two days, every customer gets a typo.
Auto-replies: Admins and Supervisors - Thursday
An intern scrolls through VIP complaints, phone numbers and all.
Phone numbers: hidden from Agents - Friday
A salesperson who just resigned exports their chats with your best accounts.
Export chats: off for Agents
Every rule answers two questions: what, and on which chats.
Pick an action, then the chats it applies to. Four kinds of chats cover every case, and you can combine them.
Assigned to them
- RCRyan Cole
- LSLucas Silva
- NBNina Berg
Unassigned
- ERElena Rossi
- JMJonas Meyer
Assigned to a colleague
- AOAmara Okafor
- NFNoah Fischer
- MHMarcus Hale
Each role gets its own answer for every action, on every WhatsApp number.
Over 100 switches, across seven areas.
Each role gets its own setting for everything below. Start from sensible defaults and change only what your team needs.
Keep customer data private
Let people view or edit a contact only when it’s their customer, and hide phone numbers from anyone who doesn’t need them.
Assign, resolve, delete, block, export
Every action that changes a conversation has its own rule, so one click can’t undo your team’s work.
Files, voice notes, locations
Decide who can send media, audio, locations and contact cards, and in which chats.
Group chats too
The same rules for WhatsApp groups: who creates them, and who sees, reads and replies.
Who can change the setup
Keep auto-replies, templates, labels, webhooks, departments and billing with the people in charge, and decide who can connect, disconnect or reboot the number.
WhatsApp calls
Choose who can answer and make calls, and whose call history they see.
Departments decide where a chat goes. Permissions decide who can touch it.
Everyone on your team has a role, and every role has its rules. Departments and auto-assignment route each chat to the right person; permissions keep everyone else to what you allow.
Four roles, one ladder
- OwnerEverything, always. The owner’s access can’t be limited.
- AdminRuns the number: the team, the settings and the rules for the roles below.
- SupervisorLeads a team: follows its chats, reassigns them and sets the Agents’ rules.
- AgentTalks to customers, within the limits you set.
Admins and Supervisors can only change the rules of the roles below them.
One chat, from the first message
- A customer writes“My invoice has the wrong address.”
- It goes to BillingThe department that handles invoices.
- Marco takes itAssigned to an agent in Billing, by hand or automatically.
- Only Marco repliesOther Agents can’t answer it. Supervisors can still follow along.
Departments come with the Business and Enterprise plans. Permissions come with Enterprise.
Set up for the way your team works.
Eight common setups, from customer support to travel. Use one as it is, or as the starting point for yours.
Customer support
Ten agents share one number. Customers send order details, addresses and complaints, and anyone could read, export or delete any of it.
How they set it up
- Agents read and reply to their own chats and to new ones, nothing else.
- Phone numbers are hidden from Agents. They can still reply.
- Only Admins can delete or export a conversation.
Every customer talks to one agent, and their details stay with the people who need them.
Recommended rules
| Action | Admin | Supervisor | Agent |
|---|---|---|---|
| Read and reply | All | All | Own + new |
| See phone numbers | All | All | Off |
| Reassign chats | All | All | Own |
| Delete and export | All | Off | Off |
Clinics & healthcare
Reception books appointments, nurses answer follow-ups, and patients share symptoms and test results in the same chat.
How they set it up
- Reception takes new chats; follow-ups go to the person assigned to the patient.
- Only the assigned staff member sees a patient’s phone number.
- Nobody but Admins can delete or export a conversation.
A patient’s messages are seen by the people looking after them, not by the whole front desk.
Recommended rules
| Action | Admin | Supervisor | Agent |
|---|---|---|---|
| Read and reply | All | Own | Own + new |
| See phone numbers | All | Own | Off |
| Send files | All | Own | Own |
| Delete and export | All | Off | Off |
Law firms
Each lawyer has their own clients, and a case read by the wrong colleague is a real problem.
How they set it up
- Every lawyer sees only the clients assigned to them, Supervisors included.
- Agents can’t hand a client to someone else; Supervisors pass on only their own.
- Exporting a conversation is reserved for Admins.
Client conversations stay between the client and their lawyer.
Recommended rules
| Action | Admin | Supervisor | Agent |
|---|---|---|---|
| Read and reply | All | Own | Own |
| Reassign chats | All | Own | Off |
| See phone numbers | All | Own | Own |
| Export chats | All | Off | Off |
Finance & insurance
Advisors discuss policies, claims and account details on WhatsApp, often with documents attached.
How they set it up
- Advisors only open the chats of the clients assigned to them.
- They send files only in their own chats.
- Deleting a conversation takes an Admin, so nothing disappears quietly.
Each client’s documents and details stay with their advisor and the managers above them.
Recommended rules
| Action | Admin | Supervisor | Agent |
|---|---|---|---|
| Read and reply | All | All | Own |
| Send files | All | All | Own |
| See phone numbers | All | All | Own |
| Delete chats | All | Off | Off |
Real estate
Leads arrive from listings all day. Agents race for the good ones, and buyers’ numbers leave with whoever leaves.
How they set it up
- New leads are handed out by a Supervisor or by auto-assignment, not grabbed.
- Agents see phone numbers only for their own buyers.
- Exporting chats is off for everyone but Admins.
Leads are shared fairly, and your contact list stays your agency’s.
Recommended rules
| Action | Admin | Supervisor | Agent |
|---|---|---|---|
| Read and reply | All | All | Own |
| Reassign chats | All | All | Off |
| See phone numbers | All | All | Own |
| Export chats | All | Off | Off |
E-commerce & retail
Hundreds of order questions a day, seasonal staff, and customers sharing addresses and order numbers.
How they set it up
- Seasonal staff take new chats and their own, and resolve them.
- Phone numbers stay hidden: nobody needs them to help with an order.
- Deleting, blocking and exporting chats stays with Admins.
Temporary staff help from day one without seeing your whole customer base.
Recommended rules
| Action | Admin | Supervisor | Agent |
|---|---|---|---|
| Read and reply | All | All | Own + new |
| Resolve chats | All | All | Own |
| See phone numbers | All | All | Off |
| Delete, block and export | All | Off | Off |
Logistics
Dispatch, drivers’ coordinators and customer service share a number full of addresses, locations and delivery photos.
How they set it up
- Coordinators reply only in the deliveries assigned to them.
- They send locations and photos only in their own chats.
- Sharing contacts and reassigning are for Supervisors and Admins.
Each delivery has one person in charge, and customer addresses aren’t passed around.
Recommended rules
| Action | Admin | Supervisor | Agent |
|---|---|---|---|
| Read and reply | All | All | Own |
| Send locations and photos | All | All | Own |
| Share contacts | All | All | Off |
| Reassign chats | All | All | Off |
Travel agencies
Bookings, passports and itineraries go back and forth, often in a group chat with the whole family.
How they set it up
- Each agent handles the bookings assigned to them, group chats included.
- They send documents only in their own chats.
- Only Admins can export a conversation.
Travelers’ documents stay in the booking they belong to.
Recommended rules
| Action | Admin | Supervisor | Agent |
|---|---|---|---|
| Read and reply | All | All | Own |
| Send documents | All | All | Own |
| Reply in groups | All | All | Own |
| Export chats | All | Off | Off |
- All
- every chat
- Own
- only chats assigned to them
- Own + new
- theirs and new unassigned ones
- Off
- not allowed
Four steps on one screen. No code.
Everything happens in your WhatsApp number’s settings, and you can change it again at any time.
- 1Invite your teamAdd each person and give them a role: Admin, Supervisor or Agent.
- 2Open PermissionsIn your WhatsApp number’s settings, open Permissions.
- 3Tick what each role can doOne column per role, one row per action. Start from the defaults and take away what a role doesn’t need.
- 4SaveThe rules apply to everyone in that role on this number. Nothing in your inbox is deleted.
Included in the Enterprise plan.
What does one deleted thread, or one exported customer list, cost your business? Team permissions come with Enterprise, with everything in Business: departments, auto-assignment, Flows and more.
- 9 agents included (+$14/mo each extra, no cap)
- Up to 10 departments
- Fine-grained team permissions (read, reply, assign, delete, export)
- Hide contact phone numbers from agents
- Priority chat support
Frequently Asked Questions
Plans, roles, groups, and what permissions do and don’t do.
Which plan includes team permissions?
Team permissions are part of the Enterprise plan: $99.90 a month with 9 agents, up to 10 departments, and extra agents for $14 a month each. Every plan starts with a 7-day free trial, no credit card needed.
Do I set permissions for each person or for each role?
For each role: Admin, Supervisor and Agent. Everyone in a role gets its rules, so a new hire is set up the moment you give them a role. Each WhatsApp number has its own rules, so an Agent can have more access on one number than on another.
Can I limit the owner or an Admin?
The account owner always has full access and can’t be limited. The owner sets the Admins’ rules. Admins and Supervisors can only change the rules of the roles below them: Admins set Supervisors’ and Agents’ rules, Supervisors set the Agents’.
Do permissions work in WhatsApp groups?
Yes. Groups have their own rules: who can create groups, and which group chats each role can see, read and reply to.
How do permissions work with departments and auto-assignment?
Departments and auto-assignment decide where a chat goes and who it’s assigned to. Permissions decide what everyone else can do with it. A chat sent to a department isn’t one of a member’s own chats until it’s assigned to them.
Can I hide customers’ phone numbers from agents?
Yes. Choose whether each role sees phone numbers in every chat, in new unassigned chats, in colleagues’ chats or only in their own. An agent who can’t see the number can still reply to the chat.
Do permissions also limit the API?
Not the read and show rules. They control what the inbox shows: a team member of the number can still retrieve its chats and messages through the API. Exports, search and file access, on the other hand, are enforced on our servers. If some people must never reach certain conversations, give those conversations their own WhatsApp number.
What happens to my chats when I change a rule?
Nothing is deleted or moved. A rule only changes what each person can see and do from then on, and you can change it back at any time.
Can I get help setting it up?
Yes. Start with the defaults, which already keep Agents to sensible limits, or talk to us and we’ll help you plan the roles for your team.
Run your WhatsApp like a team, not a shared phone.
Give every agent exactly the access they need, and keep your customers’ conversations and details in the right hands.