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Inviting & Onboarding Team Members

Summary​

Adding customer care representatives, sales associates, and operational specialists to Wabixo takes under two minutes. Administrators can invite staff members by corporate email, assign them to specific WhatsApp Business lines, link them to Admin-configured Custom Roles, allocate them to departments, and track organizational seat capacity limits.

All team invitations and member lifecycle controls are managed under Team (/dashboard/userManagement).

1. Understanding Seat Limits & Plan Capacity​

Before inviting new staff members, check your active seat capacity:

  • At the top of the Team screen, Wabixo displays your organization's seat allocation (e.g., 4 of 5 Seats Active).
  • Each team member assigned an active login account utilizes one seat.
  • If your team reaches the maximum plan capacity, Administrators can either deactivate inactive accounts to free up licenses or add additional user seats under Billing.

2. Step-by-Step: Inviting a New Team Member​

  1. In the top navigation bar, click Team (/dashboard/userManagement).

  2. Click the primary + Add Member (or + Invite User) button in the top-right corner.

  3. Complete the member invitation dialog:

    • First & Last Name: Enter the staff member's official corporate identity (e.g., Sarah Jenkins).
    • Email Address: Enter the corporate email address the staff member will use to authenticate.
    • Contact Phone Number: Enter their phone number for team records.
    • Assigned Custom Role: Select an Admin-configured custom role from the dropdown menu (e.g., Frontline Care Specialist, Growth Associate, or Technical Escalations). Each role defines precisely which tabs, settings, and conversations the user can access.
    • Allowed WhatsApp Phone Numbers: Check each connected WhatsApp Business number this team member is authorized to manage. If your organization has distinct lines for sales and support, you can restrict the user exclusively to their relevant department line.
    • Assigned Departments: Select the functional department groups (e.g., Customer Support, Sales, Billing) the member belongs to for automated conversation routing.

  4. Click Save User to complete the invitation.

3. The Passwordless Staff Onboarding Experience​

Once invited, the staff member can access the workspace immediately:

  1. The staff member visits your organization's login portal URL.
  2. They enter their registered corporate email address and click Send Login Code.
  3. A secure 6-digit One-Time Password (OTP) is delivered to their email inbox:
    • OTP Validity: The code remains active for 10 minutes.
    • Security Safeguard: To protect against brute-force attacks, requesting an OTP more than 5 times within a rolling window activates an automated 15-minute temporary lockout.
  4. The team member enters the code and completes authentication.
  5. Upon login, Wabixo immediately loads their workspace, pre-scoped strictly to the permissions and phone lines granted to their assigned custom role.

4. Editing Staff Profiles & Line Permissions​

As organizational responsibilities evolve, Administrators can update staff access at any time:

  1. Locate the staff member's row in the Team directory.
  2. Click the Edit / Pencil button.
  3. In the edit modal, you can:
    • Update their contact name or phone number.
    • Reassign them to a different Custom Role (instantly upgrading or restricting their platform permissions).
    • Add or remove access to specific WhatsApp Business lines.
    • Update their assigned department groups.
  4. Click Save Changes. The updated permissions take effect immediately.

5. Deactivating & Offboarding Team Members​

When an employee departs or transitions off shift, Administrators can suspend or remove access:

Deactivating a User (Temporary or Immediate Suspension)​

  • Locate the user's row and switch their status toggle from Active to Inactive (or click Deactivate).
  • Security Impact: The user's active login token is revoked immediately, logging them out of all desktop and mobile sessions.
  • Queue Safeguard: Any active conversations currently assigned to the deactivated user are automatically returned to the Open Queue in the Team Inbox, ensuring customer inquiries never sit orphaned.
  • Seat Reallocation: Deactivating a user immediately frees up their seat license for a new team member.

Permanently Deleting a User​

  • Click the Delete / Trash icon next to the user's row.
  • Confirm deletion in the prompt dialog. The user record is permanently removed from the active roster.

Customer Troubleshooting & FAQs​

Problem: The system displays "Seat Limit Reached" when attempting to add a user​

  • Why it happens: Your workspace has utilized all user licenses included in your current subscription plan.
  • How to fix it:
    1. Review your team list and deactivate any former employees or inactive accounts to reclaim their seat license.
    2. If additional seats are required, an Administrator can add user seats under Billing.

Problem: A newly invited team member did not receive their login OTP​

  • Why it happens:
    1. The OTP was filtered into the user's corporate Spam, Junk, or Quarantine folder.
    2. An incorrect email address was entered in the user invitation form.
    3. The user requested multiple OTPs rapidly and triggered the 15-minute rate-limit lockout.
  • How to fix it: Confirm the email address spelling in Team Management, ask the user to check their email spam filter, and wait for the countdown timer to conclude if a rate limit was triggered.

Problem: An agent cannot see customer conversations after logging in​

  • Why it happens: The agent was assigned a custom role with the Can View All Chats permission turned OFF, and currently has no conversations assigned directly to them, or they have not been granted access to the active WhatsApp phone line.
  • How to fix it: Edit the user in Team Management and ensure the correct WhatsApp Business lines are checked under Allowed Phone Numbers.