How to Add Multiple Agents for WhatsApp Conversations/Support in Team Inbox?

How to Add Multiple Agents for WhatsApp Conversations/Support in Team Inbox?

Introduction

Managing customer conversations efficiently often requires collaboration across multiple team members. With the Team Inbox (WhatsApp), you can create and assign multiple agents to handle customer interactions, ensuring faster responses and better support coverage.

By setting up multiple agents, you can distribute incoming chats effectively, reduce response delays, and maintain organized communication. This helps improve team productivity while delivering a seamless and consistent customer support experience.


Here are the steps to add multiple agents for WhatsApp conversations/support in the team inbox:

Step 1:  Hover over the profile icon and click on “User Management".




Step 2: After clicking on Add User, a pop-up window will appear where you can create a new agent account.
A) Fill in Agent Details: Enter the required information:
  • First Name and Last Name
  • Email Address
  • Password (must meet the required criteria)

B) Assign Permissions: Select the permissions you want to grant to the agent. Make sure to enable the “WhatsApp” permission so the agent can access and manage WhatsApp conversations in the Team Inbox.

You can also:

  • Grant full permissions by selecting the checkbox
  • Or assign specific access based on roles

C) Save the User: Click Save to create the agent account 





Now, the agent will be able to see the unassigned chats and those chats that are assigned to them.



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