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Custom Roles & Permissions Matrix (RBAC)

Summary​

Wabixo employs a 100% Custom Role-Based Access Control (RBAC) architecture. Rather than locking organizations into rigid, pre-packaged hierarchy tiers (such as fixed "Manager" or "Supervisor" titles), Wabixo empowers Administrators to create custom roles tailored precisely to their operational workflows.

Administrators construct custom roles by selecting granular permission checkboxes across 11 functional domains—controlling everything from chat visibility and marketing broadcast execution to bot building, presence toggling, and billing management. Once defined, these roles are assigned to staff members to enforce strict operational governance and data isolation.

All custom roles are configured under Settings → Roles & Permissions (/dashboard/settings, tab roles_permissions).

1. Creating a New Custom Role​

  1. In the top navigation bar, click Setting (/dashboard/settings).
  2. In the left navigation menu under Access & Security, select Roles & Permissions.
  3. The screen displays all currently active custom roles created for your WhatsApp Business account.
  4. Click the primary + Create Role button.
  5. In the creation dialog:
    • Role Name: Enter a descriptive, functional title (e.g., Frontline Care Specialist, Outbound Growth Associate, Shift Escalation Lead, or Billing Administrator).
    • Description: Provide a brief summary of the role's scope and responsibilities.
  6. Click Save Role. The new role appears in your directory and is ready for permission configuration.

2. Granular Permissions Matrix​

Wabixo organizes permissions into 11 functional categories. Administrators can toggle any combination of permissions on or off for each custom role:

Category 1: Agent Status & Presence​

  • Can Mark Busy: Allows the team member to toggle their status to Busy in the top header, pausing new incoming chat distribution without logging them out of active conversations.
  • Can Mark Offline (Self): Allows the team member to manually mark themselves Offline at the end of their shift. Disabling this permission enforces managed attendance schedules during operational hours.

Category 2: Team & Performance Visibility​

  • View Team Member Rating: Permits the user to view other agents' Customer Satisfaction (CSAT) score breakdowns and review history in the team directory.

Category 3: Thread Followers​

  • Can Add Follower: Allows the user to add internal team members as observers to an ongoing customer conversation.
  • Can Edit Follower: Allows the user to modify or remove existing followers from a conversation thread.

Category 4: Analytics & Business Intelligence​

  • Overview Analytics: Grants access to the primary performance analytics dashboard.
  • Chat & Conversation Logs: Permits viewing aggregate chat volume and message activity trends.
  • Expiring Window Reports: Accesses reports tracking conversations nearing the Meta 24-hour service window limit.
  • Solved Conversation Reports: Inspects resolution volumes, tags, and closing remarks.
  • Template Delivery Logs: Monitors broadcast template delivery rates, read rates, and bounce metrics.
  • Team Workload Health: Visualizes conversation distribution and queue bottlenecks across the staff.
  • Agent Performance Reports: Audits individual agent response speeds, resolution times, and active workloads.
  • AI Summary Reports: Permits generating automated AI-powered performance summaries for shifts and agents.
  • Customer Feedback & CSAT Reports: Detailed auditing of customer star ratings and feedback strings.
  • Tag Analytics: Analyzes tag application frequencies to spot customer trends.

Category 5: Automations & Bots​

  • Can Automate: Authorizes creating and editing Default Actions, Business Hours, Keyword Triggers, and Visual Bot Builder flows.
  • Can Manage Quick Replies: Grants permission to create, edit, and delete organization-wide slash (/) canned responses.

Category 6: Settings & Tag Management​

  • Can View Settings: Grants access to general workspace configuration tabs.
  • Manual Tag Management: Permits creating, renaming, and deleting customer tags.
  • Automated Reply Material Tags: Allows linking tags directly to automated bot actions and keyword triggers.

Category 7: Chat Visibility & Confidentiality​

  • Can View My Chats: Grants access to the Team Inbox to view and respond to conversations assigned directly to the user.
  • Can View All Chats: Allows the user to view all organizational conversations across queues (including unassigned chats and threads assigned to other colleagues).
    • Data Isolation Safeguard: Disabling this checkbox restricts the user exclusively to their personal assigned conversations, keeping broader customer communications completely confidential.

Category 8: Marketing & Broadcast Campaigns​

  • Can Access Marketing: Grants access to the marketing campaigns hub.
  • Can Draft Campaigns: Permits building campaign audiences, selecting templates, and saving drafts.
  • Can Execute Campaigns: Authorizes launching live broadcast campaigns or scheduling dispatches.
  • Can Manage Templates: Permits drafting and submitting official WhatsApp message templates to Meta for approval.

Category 9: Audience Segmentation​

  • Can Access Segmentation: Grants permission to create dynamic customer cohorts, build behavioral filter queries, and export lists for targeted broadcasts.

Category 10: User Management & Security​

  • Can Access User Management: Permits viewing the staff roster and inviting new team members.
  • Can Manage Roles: Authorizes creating, editing, and assigning custom roles and permission matrices.
  • Can Revoke Access: Allows deactivating or permanently deleting staff user accounts.

Category 11: Billing & Subscriptions​

  • Can Manage Billing: Grants access to invoices, payment methods, and subscription plans.
  • Can View Invoices: Permits downloading tax invoices and GST receipts.
  • Can Renew & Change Plan: Authorizes renewing subscriptions or upgrading workspace tiers.
  • Can Recharge Wallet: Allows purchasing prepaid conversation recharge credits for WhatsApp messaging.
  • Can Buy Additional Seats & Add-ons: Grants authority to purchase add-on user licenses and module extensions.

3. Assigning Custom Roles to Team Members​

Once your custom roles are configured:

  1. Navigate to Team (/dashboard/userManagement).
  2. Click the Edit / Pencil icon next to any staff member.
  3. In the Role dropdown, select the desired custom role.
  4. Click Save Changes. The user's active permissions update instantly.

Customer Troubleshooting & FAQs​

Problem: An agent cannot see other queues or unassigned chats in the Team Inbox​

  • Why it happens: The agent's custom role has Can View All Chats unchecked.
  • How to fix it: If the agent is intended to triage unassigned chats, go to Settings → Roles & Permissions, select their role, check Can View All Chats, and save.

Problem: What happens to team members if an Administrator edits an existing custom role?​

  • Instant Propagation: Any changes made to a custom role (such as enabling a new analytics permission or disabling marketing execution) immediately apply across all staff members currently assigned to that role upon their next action.

Problem: Can an Administrator delete a custom role currently assigned to team members?​

  • Safety Safeguard: Wabixo prevents deleting a custom role while active team members are assigned to it. You must first reassign those staff members to an alternative custom role before the delete action is permitted.