The Agent Permissions tab lets company admins control what agent users can access inside the platform. You can decide which pages agents can open, and whether they are allowed to add, edit, or delete records on each page.
Use this tab when you want to give agents access only to the tools they need, such as live chat, customers, templates, reports, automation, or settings.
📍 Where to Find Agent Permissions #
Go to:
Admin Settings → Account Settings → Agent Permissions
The tab appears only for users who have permission to view Agents Permission.
🧾 What You See in the Permissions Table #
The Agent Permissions tab displays a table of available pages and the current access level for agents.
Each row represents one platform page or feature.
The table includes:
- 📄 Page Name
The system page or feature is controlled by this permission. - 👁️ View
Shows whether agents can open and see the page. - ➕ Add
Shows whether agents can create new records or perform add actions on that page. - ✏️ Edit
Shows whether agents can update existing records or settings. - 🗑️ Delete
Shows whether agents can delete records. - ⚙️ Options
Includes the edit button for updating that page’s permissions.
✅ Permission Status Icons #
Each permission column uses a visual status icon:
- ✅ Accepted icon means the permission is enabled.
- 🚫 The denied icon means the permission is disabled.
This makes it easy to quickly scan which features agents can access.
🔐 Permission Types Explained #
👁️ Can View #
Allows agents to open and view the selected page.
Use this when agents need visibility but should not make changes.
Example:
- View conversations
- View customer lists
- View reports
- View templates
➕ Can Add #
Allows agents to create or add new records on the selected page.
Depending on the page, this may allow actions such as:
- Adding customers
- Creating groups
- Uploading media
- Creating templates
- Adding chatbot or automation items
Best practice: enable Can View when enabling Can Add, so the agent can access the page where the add action exists.
✏️ Can Edit #
Allows agents to modify existing records or configurations.
Depending on the page, this may allow actions such as:
- Updating customer details
- Editing groups or labels
- Updating templates
- Changing chatbot or automation settings
- Editing operational data
Use this carefully for pages that affect campaigns, automation, or company configuration.
🗑️ Can Delete #
Allows agents to delete records from the selected page.
This is usually the most sensitive permission.
Only enable Can Delete for trusted users because deleted data may affect:
- Customer records
- Groups
- Templates
- Media files
- Campaign or automation configuration
✏️ How to Edit Agent Permissions #
To update permissions:
- Open Account Settings.
- Select the Agent Permissions tab.
- Find the page you want to control.
- Click the Edit icon in the Options column.
- The Update Permission window opens.
- Review the selected Page Name.
- Turn permissions on or off:
- Can View
- Can Add
- Can Edit
- Can Delete
- Click Update.
After saving, the system returns to the Agent Permissions tab and shows a success message.
🔄 What Happens After Updating Permissions #
When permissions are updated successfully, the system revokes active agent sessions for the company.
This means:
- 🌐 Active web sessions for agents may be signed out.
- 📱 Active mobile sessions for agents may also be revoked.
- 🔁 Agents may need to log in again.
- ✅ New permissions apply cleanly after the next login/session refresh.
This is important because it prevents old permissions from staying active in an already-open session.
💳 Plan Restriction #
Agent permission editing may not be available on all subscription plans.
If your current plan does not support this feature, the system shows a message similar to:
“This feature isn’t available on your current plan. Upgrade your subscription to unlock it.”
To use Agent Permissions, upgrade to a plan that includes permission management.
🔎 Common Issues #
🚫 I cannot see the Agent Permissions Tab #
Possible reasons:
- Your user does not have View permission for Agent Permissions.
- Your role does not allow access to account settings.
- The feature is restricted by your current plan.
✏️ I Can See the Table but Cannot Edit Permissions #
Possible reasons:
- Your user does not have Edit permission for Agent Permissions.
- Your subscription plan does not include this feature.
- The edit button is hidden because your account cannot update permissions.
🔁 An Agent Still Has Old Access #
After permissions are changed, active agent sessions are revoked. Ask the agent to:
- Log out and log in again.
- Refresh the browser.
- Reopen the mobile app if they were using mobile access.
👁️ Agent Cannot Open a Page #
Check whether Can View is enabled for that page.
Even if Add, Edit, or Delete is enabled, the agent usually still needs View access to reach the page in the first place.
🧠 Best Practices #
- ✅ Give agents only the permissions they need.
- 👁️ Enable View before enabling Add, Edit, or Delete.
- 🗑️ Limit Delete permission to supervisors or admins.
- 🔐 Review permissions after adding new agents.
- 🔁 Ask agents to log in again after permission changes.
- 📊 Review sensitive pages such as reports, billing, templates, automation, chatbot builder, and settings carefully.
- 🧪 Test with an agent account after making major permission changes.
✅ Summary #
The Agent Permissions tab gives admins control over what agents can see and do inside the platform. You can manage access page by page using View, Add, Edit, and Delete permissions.
Use this feature to protect sensitive business settings while still giving agents the tools they need to support customers and manage daily WhatsApp operations.
