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Team Management

4 topics in this section

Inviting & Onboarding Team MembersAdding customer care representatives, sales associates, and operational specialists to Wabixo takes under two minutes. Administrators can invite staff members…Read article →Custom Roles & Permissions Matrix (RBAC)Wabixo employs a 100% Custom Role-Based Access Control (RBAC) architecture. Rather than locking organizations into rigid, pre-packaged hierarchy tiers (such…Read article →Setting Up Departments & Team GroupsAs organizations expand beyond a single customer support desk, structuring staff into functional Departments and specialized Team Groups becomes essential. In…Read article →Agent CSAT Ratings and Performance TrackingDelivering fast, high-quality customer service on WhatsApp requires continuous visibility into team workload, resolution speed, and customer satisfaction…Read article →

About this section

Team & User Management Overview

Summary​

The Team Management module allows organization administrators to invite, organize, and govern all staff members working in Wabixo. From this centralized administrative hub, you can monitor your entire staff roster, assign team members to specific WhatsApp Business lines, define custom Role-Based Access Control (RBAC) permissions, organize staff into hierarchical departments and team groups, and track real-time agent presence (Online, Busy, Offline).

All staff administration tools are located under Team (/dashboard/userManagement).

The Staff Roster Interface​

When viewing the Team directory, administrators have full visibility over all active and invited team members:

Team MemberAssigned Custom RoleReal-Time PresenceAssigned Phone LinesActions
Sarah Jenkins ([email protected])Frontline Care Specialist🟢 OnlineSales Line (+91 98765 43210)Edit Profile • Delete
Alex Rivera ([email protected])Billing & Subscriptions Lead🟡 BusyAll Authorized LinesEdit Profile • Delete
Priya Nair ([email protected])Outbound Growth Rep⚪ OfflineSupport Line (+91 93105 81068)Edit Profile • Delete
David Chen ([email protected])Tier-2 Technical Escalations🟢 OnlineSupport Line (+91 93105 81068)Edit Profile • Delete

Core Pillars of Team Governance​

1. Pure Custom Roles Architecture (RBAC)​

Wabixo avoids rigid, pre-packaged role tiers (such as fixed "Manager" or "Supervisor" titles). Instead, Administrators build 100% custom roles tailored to organizational workflows:

  • Each custom role (e.g., Frontline Care Specialist, Growth Associate, Shift Lead) is created by toggling specific granular permission checkboxes.
  • Permissions span key operational domains: Chat Visibility (restricting agents to their own assigned chats vs viewing all conversations), Marketing & Broadcasts, Audience Segmentation, Automations & Bot Builder, Analytics Reports, Tag Management, and Billing Controls.
  • Once defined, administrators assign these custom roles to individual staff members with one click.

2. Line-Level WhatsApp Access Scoping​

If your organization operates multiple WhatsApp Business numbers (such as distinct lines for regional store branches or specialized departments), Administrators control line access per user:

  • Staff members can be restricted to a single authorized phone number or granted access across multiple company lines.
  • When an agent logs in, their workspace is strictly scoped to their assigned lines, preventing accidental replies from the wrong business number.

3. Hierarchical Departments & Team Groups​

Organize team members into structured departments (e.g., Customer Support, Sales, Billing) and specialized team groups:

  • Groups can be nested in hierarchical trees for seamless cross-departmental escalation.
  • Automated conversation distribution rules (such as Round-Robin or Sequential assignment) route incoming chats directly to specific groups.
  • Individual member shifts can be established within groups to ensure chats are routed only to on-duty personnel.

4. Real-Time Presence & Workload Monitoring​

Wabixo continuously monitors agent availability to feed the automated routing engine:

  • Online: Agent is on shift and eligible to receive new chats.
  • Busy: Agent has paused assignment without logging out (e.g., during internal meetings or focused customer work).
  • Offline: Agent is off duty.
  • Administrators can review active chat counts (open, pending, solved) and Customer Satisfaction (CSAT) ratings directly from the team roster.

Customer Troubleshooting & FAQs​

Problem: A team member cannot view the Marketing, Automations, or Settings tabs​

  • Why it happens: The custom role assigned to that user account does not have the corresponding permission checkboxes enabled.
  • How to fix it: Go to Settings → Roles & Permissions, select the user's custom role, check the necessary permissions (e.g., Can Access Marketing or Can Automate), and save changes.

Problem: An agent is not receiving new auto-assigned chats from incoming inquiries​

  • Why it happens:
    1. The agent's presence toggle is set to Busy or Offline in their header.
    2. The agent has reached their configured Max Capacity ceiling.
    3. The agent has not been added to the target Team Group configured in Auto-Assignment.
    4. The agent is not authorized to access the specific WhatsApp phone line receiving the messages.
  • How to fix it: Confirm the agent is Online, verify their active chat load in the Team Inbox, check their group membership under Team Groups, and confirm their assigned phone numbers.

Problem: Can an Administrator restrict an agent to only view chats assigned to them?​

  • Yes. By disabling the permission Can View All Chats on their custom role, the agent will only see conversations directly assigned to their user account, keeping other conversations confidential.

Next Steps​