Staff capabilities and per-account access control
Assign native module capabilities and the separate View, Reply, Convert and Manage permissions for each WhatsApp account.
Guides in this workflow
Select the exact setup, Inbox, verification, automation, portal, audit or troubleshooting action you need.
Understand the two-layer permission model
Distinguish native module capabilities from the View, Reply, Convert and Manage matrix that is assigned separately for every WhatsApp account.
Open Access Control
View the staff-by-account permission matrix and current selections.
Grant View access to an account
Select View for the staff member and account, save the matrix and verify the account appears in Inbox.
Grant Reply access to an account
Select Reply; the saved matrix also grants View so the staff member can open and answer that account.
Grant Convert access to an account
Select Convert to allow Task, Ticket and Lead actions; View is implied.
Grant Manage access to an account
Select Manage to allow conversation controls and account-specific standard-reply administration; View is implied.
Remove a staff member from one account
Clear all four account checkboxes, save and verify that account no longer appears for the staff member.
Give a staff member different rights on different accounts
Set the four permissions independently in each account column so a user can reply in one account and view-only in another.
Understand administrator Inbox access
Know that administrator status alone exposes Connections, Access Control and Settings, but does not automatically grant operational Inbox access.
Assign the native View capability
Use Setup → Staff → Roles or the staff permission screen to allow the module capability, while still assigning account View access.
Assign Manage standard replies capability
Grant the native capability and at least one account Manage permission before expecting the Standard Replies menu for non-administrators.
Assign Audit Trail capability
Grant the native Audit capability to allow a non-administrator to open permitted account audit evidence.
Understand account-creator permissions
Know that the administrator who creates a new account receives View, Reply, Convert and Manage for that account automatically.
Understand staff visibility in assignment lists
Only staff with View access to the selected account are offered as conversation or CRM-conversion assignees.
Understand permission-scoped unread totals
The header badge and live channel include only active accounts the current staff member can view.
Understand permission-scoped customer history
The customer-profile WhatsApp History tab includes only verified conversations from accounts the staff member can view.
Understand permission-scoped media downloads
A staff media request is accepted only when the message belongs to an account the staff member can view.
Test access after permission changes
Sign in as the affected staff member and verify menus, account selector, actions, unread badge, customer history and media access match the saved matrix.