Summary
Wati’s Chat Visibility feature allows you to limit what each operator can see within a team. When this setting is enabled, operators will only be able to view the conversations assigned to them - helping maintain privacy across team members. This is especially useful for sales teams that handle leads individually and don’t want conversations shared with other operators.
Note: The Chat Visibility feature is only available to Wati customers who are on the Business plan.
Instructions
What changed
Previously, operators added to a team could view all conversations assigned to anyone in that team. With Chat Visibility turned on, each operator will now only see the chats directly assigned to them - making the platform more secure and focused.
Who is this feature for
This feature is designed for:
Sales teams that want to keep leads confidential.
Support teams that want to restrict conversation visibility per operator.
Any use case where individual privacy among operators is important.
Example use case
Imagine you have a sales team made up of multiple operators. With chat visibility enabled, each operator will only see their own assigned conversations, and won’t be able to view messages assigned to others in the team.
Key things to know about Chat Visibility feature
Can be enabled only for users with the Operator role.
Admins will still have access to all conversations.
Applies only to WhatsApp conversations (does not apply to Instagram or Messenger chats).
The operator can assign their own conversations to other teams or operators, even if the privacy feature is enabled for them.
Behavior with Contact Manager role
If an operator is also assigned the Contact Manager role and Chat Visibility is enabled:
They will only see contacts assigned to them on the Contacts page.
If Operator Privacy is disabled, they will be able to see all contacts, regardless of assignment.
Enable Chat Visibility for a user
Follow these steps to enable and configure Chat Visibility for a user:
Step 1: Log in to your Wati account.
Step 2: Go to Settings > User Management.
Step 3: Click on the Add User button.
Step 4: While adding the user, select the Operator role.
Step 5: Enable the checkbox Chat visibility.
Step 6: Click Save to apply the changes.
Once done, the operator will only be able to view conversations that are assigned to them.
You can also manage Chat Visibility for an existing operator.
Step 1: Go to User Management in your Wati account.
Step 2: Hover over the operator you want to update.
Step 3: Click the three dots next to their name and select Edit User.
Step 4: Enable the checkbox "View only assigned conversations".
Step 5: Click Save to apply the changes.
That’s it! The operator will now only see conversations assigned to them.
Frequently Asked Questions (FAQs)
General
1. What is Chat Visibility in Wati?
Chat Visibility is a feature that limits what conversations an operator can view. When enabled, operators can only see conversations that are assigned to them, helping maintain privacy between team members.
2. Which Wati plans support Chat Visibility?
Chat Visibility is available only to customers on the Business plan.
3. What changed when Chat Visibility is enabled?
Previously, operators within a team could view all conversations assigned to anyone in that team. When Chat Visibility is enabled, operators can only view conversations that are directly assigned to them.
4. Who should use Chat Visibility?
Chat Visibility is useful for:
Sales teams that want to keep leads confidential.
Support teams that want to restrict conversation visibility by operator.
Teams that require individual privacy between operators.
Permissions and behavior
5. Which users can have Chat Visibility enabled?
Chat Visibility can only be enabled for users with the Operator role.
6. Can admins still view all conversations when Chat Visibility is enabled?
Yes. Admins continue to have access to all conversations, even when Chat Visibility is enabled for operators.
7. Does Chat Visibility apply to Instagram and Messenger conversations?
No. Chat Visibility applies only to WhatsApp conversations. It does not affect Instagram or Messenger conversations.
8. Can an operator assign conversations to another team or operator when Chat Visibility is enabled?
Yes. An operator can still assign their own conversations to other teams or operators even when Chat Visibility is enabled.
Contact Manager behavior
9. What happens if an operator also has the Contact Manager role?
If an operator has the Contact Manager role and Chat Visibility is enabled, they will only see contacts that are assigned to them on the Contacts page.
10. What happens if Operator Privacy is disabled for a Contact Manager?
If Operator Privacy is disabled, a user with the Contact Manager role can see all contacts regardless of assignment.