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Departments, Team Groups & Roles (RBAC)

Overview​

As businesses scale from single-agent setups to multi-department operations, organizing team members into functional units and enforcing strict role-based access control (RBAC) becomes vital for data security, customer routing, and operational accountability.

Wabixo provides two integrated management consoles under Settings:

  1. Department & Group (settings/team_groups): Hierarchical organizational structure grouping staff members into departments and functional teams with dedicated shift hours.
  2. Roles & Permissions (settings/roles_permissions): Comprehensive RBAC engine defining granular user permissions across inboxes, contacts, broadcast campaigns, and system settings.

1. Department & Group Management (settings/team_groups)​

To access organizational settings, navigate to Settings > Department & Group.

Wabixo Organization Hierarchy
├── Sales Department
│   ├── Outbound Lead Specialists (Shift: 09:00 - 18:00)
│   └── Inbound Product Inquiries (Shift: 10:00 - 19:00)
│
├── Support Department
│   ├── Front Desk Triage (Shift: 08:00 - 17:00)
│   └── Escalation & Technical Support (Shift: 11:00 - 20:00)
│
└── Billing & Accounts Department

Managing Departments​

  1. Click the Departments sub-tab.
  2. Click Create Department and enter the department title (e.g. Customer Support, Sales, Clinic Front Desk).
  3. Departments serve as top-level routing destinations for incoming chats and appear in assignment dropdowns across the Team Inbox.

Managing Team Groups​

  1. Click the Team Groups sub-tab.
  2. Click Create Group and configure:
    • Group Name: (e.g. Morning Support Shift, VIP Hair Stylists).
    • Department: Bind the group to its parent department.
    • Description: Operational responsibilities of this team.
  3. Click Add Members to enroll staff agents into the group.

Agent Shift Schedules​

For each member added to a group, administrators can set individual working hours:

  • Shift Start: The time when the agent is eligible to receive auto-assigned chats.
  • Shift End: The time when incoming chats cease routing to this agent, preventing unassigned messages from sitting in offline queues.

2. Roles & Permissions RBAC (settings/roles_permissions)​

To manage access rights, navigate to Settings > Roles & Permissions.

┌────────────────────────────────────────────────────────┐
│ Role Builder: Senior Support Specialist                │
├────────────────────────────────────────────────────────┤
│ [✓] Team Inbox: View & Claim Conversations             │
│ [✓] Team Inbox: Reassign Chats to Other Groups         │
│ [✗] Contacts: Bulk Export Phone Numbers (Restricted)   │
│ [✓] Marketing: Create Campaign Drafts                  │
│ [✗] Marketing: Launch / Execute Broadcasts (Restricted)│
│ [✓] Automation: Edit Canned Quick Replies              │
│ [✗] Settings: Access Billing & API Keys (Restricted)   │
└────────────────────────────────────────────────────────┘

Default System Roles​

  • TenantAdmin / SuperAdmin: Unrestricted access across all workspace settings, billing, API keys, number management, and staff rosters.
  • Team Manager: Can view all team inboxes, manage departments, reassign chats, review analytics, and draft broadcast campaigns.
  • Agent: Focused operational access to assigned chats, customer contacts, canned quick replies, and internal notes.

Creating a Custom Role​

To create a tailored role with specialized permission boundaries:

  1. In the Roles & Permissions tab, click Create Role.
  2. Provide a Role Name (e.g. Marketing Specialist, Junior Support, Branch Receptionist) and optional description.
  3. Select permissions from the categorized matrix:

Permission Categories Matrix​

CategoryAvailable Permissions
Team InboxView all chats vs assigned only, claim chats, transfer conversations, resolve chats, edit customer notes, send template messages.
Contacts & CRMView contacts, edit custom attributes, import contact lists, delete contacts, bulk export customer data (restricted).
Marketing & BroadcastsAccess marketing dashboard, submit Meta templates, create campaign drafts, execute/schedule broadcasts, manage coupons.
Automation & BotsView keyword rules, edit bot flows, configure working hour triggers, manage auto-assignment rules.
Analytics & ReportsView message delivery funnels, review CSAT ratings, download agent performance reports, view AI chat summaries.
Settings & SecurityModify WhatsApp Business Profile, configure Invoay ERP sync, manage API keys, configure email notifications.
  1. Click Save Role.

Assigning Roles to Staff Members​

  1. In the Roles overview, locate the role card.
  2. Click Assign Members (or navigate to Team Management > Directory).
  3. Select team members and click Confirm Assignment.
  4. The user's interface immediately updates to reflect their new permissions upon their next page navigation.

Security & Audit Best Practices​

  1. Restrict Bulk Data Exports: Grant the CanExportContacts permission strictly to executive management to safeguard customer privacy and prevent database leaks.
  2. Isolate Broadcast Execution: Permit content writers to Draft campaigns (CanDraftCampaigns), while reserving actual dispatch rights (CanExecuteCampaigns) for marketing heads.
  3. Use Shift Hours for Routing: Setting accurate shift timings in Team Groups prevents messages from being assigned to agents after they leave their shifts.