Every employee in Whapiz has their own user, with a personal email and password. That way each person sees the conversations that matter to them, and the system knows who answered, who took a conversation and who is online right now. Only a user with the Admin profile can add, edit and delete users.
The three profiles
| Profile | What they see and do |
|---|---|
| Admin | Full access: all conversations in their queues, the Dashboard, and every setup page in the menu under Management and Administration, such as Connections, Queues & Chatbot, Users, Campaigns and Settings. |
| Supervisor | Sees all conversations in their queues, including other agents', can move conversations between agents, and can manage tags and inbox tabs. No access to system settings, connections or user management. |
| User | An agent. Sees their own conversations and picks up waiting conversations from the queues they are assigned to. In the top bar this profile is shown as Agent. |
Add a new user
- In the side menu, under Administration, click Users.
- Click Add User. The Add User window opens.
- Fill in Name, Email and a starting Password. The email is the sign-in name, and each email can belong to one user only.
- In the Profile field choose Admin, Supervisor or User.
- In the Queues field choose the queues (departments) this person handles. Every user, including admins and supervisors, sees only conversations from the queues chosen here, plus conversations that have no queue yet.
- Click Add. The user appears in the list.
- The system doesn't send an invitation email, so give the employee the sign-in address, app.whapiz.com, their email and the starting password yourself. Once signed in, they can change their password from their name in the top bar, Profile.
Edit, delete and track
- Edit: change the profile, queues or password. When an admin changes someone's password, that person is signed out on all devices and signs in again with the new password. A profile change applies on all of that person's devices.
- Delete: removes the user and signs them out at once. Their open conversations move to the queue, so no customer is left without an answer.
- User Activity: sign-ins, connected time and active time for a chosen period. The list itself also shows who is Online now and each user's Last Login.
Teams
You can also group employees into teams on the Teams page, with the New Team button. Teams are used to share tasks in the To-Do List. They don't change which conversations anyone sees; the profile and the queues decide that.
Tips
- Admins need queues too. Open your own user under Users, click Edit and choose every queue you want to see.
- How many users you can add depends on your account's plan.
- Don't share one user between several employees. One user per person keeps a true record of who handled each conversation.
- Give the Admin profile only to people who need to change settings. A shift lead who needs to see all conversations is usually fine as a Supervisor.