Team members get a role. The role decides which WhatsApp numbers they can use, which chats they see, and which workspace settings they can change.
Invite and change roles from Team. See Invite a new team member.
Roles
Owner — Created with the workspace. One Owner. Full access to every number and chat. Manages billing and the plan. Can invite members and change roles.
Note: The Owner cannot delete the workspace. Contact [email protected] or Chat Support.
Admin — Same chat and number access as the Owner. Manages members, workspace settings, automations, and workspace-level integrations. Connects, assigns, and moves WhatsApp Business API (WABA) numbers. Cannot change billing or the plan.
Team supervisor — Same chat and number access as a Teammate. Can manage members and message templates on their own team only.
Teammate — Sees numbers and chats for their team, plus any chat assigned to them. Does not see other teams.
Agent — Sees the regular WhatsApp (QR) number they connected, WABA numbers assigned to them, and chats assigned to them. Can start chats and send mass messages from those numbers. Cannot see the rest of their team’s inbox.
Collaborator — Sees only chats assigned to them. Cannot connect a WhatsApp number, start a new chat, or send mass messages. Can reply on an assigned chat.
Chat access
Role | Own numbers | Team numbers | Other teams | Assigned chats |
Owner | ✔ | ✔ | ✔ | ✔ |
Admin | ✔ | ✔ | ✔ | ✔ |
Team supervisor | ✔ | ✔ | — | ✔ |
Teammate | ✔ | ✔ | — | ✔ |
Agent | ✔ | — | — | ✔ |
Collaborator | — | — | — | ✔ |
Own numbers — Regular WhatsApp: the number you connected. WABA: the number assigned to you (you do not need to have connected it).
Team numbers — Regular WhatsApp: numbers connected by people on your team (the number follows that person if they change team). WABA: numbers whose team was set to your team (an Admin sets this; it does not follow the assigned person or whoever connected it).
Other teams — Owner and Admin only.
Assigned chats — A single chat you are responsible for. It does not open the rest of that number.
An Agent or Collaborator never sees a WABA number just because they sit on its team. Assigned-to-them only.
Workspace actions
Action | Who |
Manage billing and the plan | Owner |
Workspace settings | Owner, Admin |
Invite members and change roles | Owner, Admin (Team supervisor: their team only) |
Connect / assign WABA numbers | Owner, Admin |
Workspace integrations and automations, Public API token and webhooks | Owner, Admin |
Individual CRM connection (Chat View only) | Agent and above |
Mass Messaging, from numbers you can see | Agent and above |
All campaign reports | Teammate, Team supervisor, Admin, Owner |
Own campaign reports | Agent |
Integrations
Owner and Admin connect the workspace integration (HubSpot, Pipedrive, and similar). That connection is what syncs conversations to the CRM.
Agent and above can add an individual connection in CRMs that support it (Pipedrive, HubSpot, Zoho, Monday). That only opens the embedded Chat View inside the CRM. Chat View shows the same chats that member can already see in TimelinesAI. It doesn't sync chats to the CRM.
Sharing a number with the team
Regular WhatsApp: connect the work number, then put Teammates or a Team supervisor on the same team as the person who connected it. Or assign individual chats.
WABA: an Admin connects the number, then sets its team and/or assigned person. A Teammate on that team sees the number. An Agent sees it only if they are the assigned person.
If a personal chat is already in the workspace, turn sync off for that contact under WhatsApp Accounts → My account → Manage the Contact List, then delete the chat so leftover messages are gone. Or select chats in the inbox and Delete with Unsync deleted chat(s) checked. This does not remove the chat from WhatsApp. See Disabling Private Chat Syncing.