Summary
This guide explains how Wati customers with multiple whatsapp numbers (MWA) can create users and control their access to communication channels. It covers how to assign connected channels - such as WhatsApp numbers, Instagram, and Messenger - to specific users based on your operational needs.
Note: This feature is currently in Beta and available to select customers. If you’re interested, contact our support team to enable it.
Instructions
How channel access works in Wati
In Wati, access control is managed through teams:
Each time a channel (WhatsApp number) is connected, a default team is automatically created for that channel (number).
Users are assigned to teams.
A user’s access to channels and conversations depends on the teams they belong to.
Key things to know
A default team is created automatically for every new channel.
Default teams cannot be deleted, but you can edit them.
You can create custom (non-default) teams and assign them to specific channels.
Users can be part of one or multiple teams.
Step 1: Create or review teams
Before creating users, it’s important to set up your teams correctly.
Go to Settings
Click User management
Select Teams
Default teams
Each connected WhatsApp number has its own default team
These teams are automatically created when a new channel is added
You can identify them using the default team icon
Create a new team
To create a custom team:
Click Add teams
Enter a team name
Choose channel access:
Select All channels to give access to every channel
Or manually select specific channels
Click Add new team
Step 2: Create a user
Once your teams are ready, you can create users and assign access.
Go to Users
Click Add user
Select a role (e.g., Operator)
Select the teams to assign to the user.
Click Create
Note:
Select any role other than Administrator.
The user will gain access to the channels linked to those teams and will only be able to manage conversations assigned to them.
Common access setups
Here are a few scenarios to help you understand how users, teams, and channel access are configured and how they work together:
1. Give access to all channels and teams of all channels
Use this when the user should have full visibility and handle all conversations.
Steps:
Go to Add user
Select a role (e.g., Operator)
Keep All teams selected
Create the user
Result:
The user can access all channels.
The user can handle conversations from all teams of all channels.
2. Give access to all channels, but limit to specific team that is assigned to all channels
Use this when the user should see all channels but only work on certain conversations.
Steps:
Create a team with access to All channels
Go to Add user
Select a role
Deselect All teams
Select a the specific team which has access to all channels (e.g.
channelallteam mentioned in the screenshot below)Create the user
Result:
The user can view all channels.
The user can only handle conversations assigned to the selected team which had access to all channels.
3. Give access to specific channels only (e.g. 2 channels)
Use this when the user should only see and work on selected channels.
Steps:
Create a team assigned to specific channels (e.g., 2 channels)
Go to Add user
Select a role
Select only that team
Create the user
Result:
The user can access only the selected channels.
The user can handle conversations assigned to selected team and cannot access conversations assigned to any other teams.
4. Give access to a single channel and its default team
Use this when the user should only work on one channel.
Steps:
Go to Add user
Select a role
Select the default team of that channel
Create the user
Result:
The user can access only that channel.
The user can only handle the conversations assigned to the default team of the channel.
Updating access later
If you need to change a user’s access, you will see an edit option and you can:
Add them to more teams to expand access
Remove them from teams to restrict access
Create new teams with different channel combinations as needed
By structuring your teams and channels correctly, you can easily control who sees which channels and who handles specific conversations - without needing to manage permissions individually for each user.
Key things to note
This user access option is available only for MWA customers.
Users with the Administrator role have access to all teams and channels.
Frequently Asked Questions (FAQs)
Channel access and teams
1. How is channel access managed in Wati?
Channel access in Wati is managed through teams, where each channel creates a default team, users are assigned to teams, and a user’s access to channels and conversations depends on the teams they belong to.
2. What are default teams in Wati?
Default teams are automatically created for every new channel, cannot be deleted, can be edited, and are linked to individual WhatsApp numbers.
3. Can users belong to multiple teams in Wati?
Yes, a user can be part of one or multiple teams, and their access depends on all the teams they are assigned to.
Creating teams and users
4. How do you create a team in Wati?
To create a team, go to Settings, open User management, select Teams, click "Add teams," enter a team name, choose channel access by selecting all channels or specific channels, and then click "Add new team."
5. How do you create a user in Wati?
To create a user, go to Users, click "Add user," select a role, choose the teams the user should belong to, and click "Create."
Access configurations
6. How do you give a user access to all channels and all teams?
To give full access, go to "Add user," select a role, keep "All teams" selected, and create the user so they can access all channels and handle all conversations.
7. How do you give a user access to all channels but limit them to specific team conversations?
To limit conversation access, create a team with access to all channels, then add a user, deselect "All teams," select only the specific team, and create the user so they can view all channels but handle only assigned conversations.
8. How do you give a user access to specific channels only?
To restrict access to specific channels, create a team assigned to selected channels, then add a user, select only that team, and create the user so they can access and handle conversations only for those channels.
9. How do you give a user access to a single channel?
To give access to one channel, add a user, select a role, choose the default team of that channel, and create the user so they can access only that channel and its conversations.
Managing access
10. How can you update a user’s access in Wati?
You can update a user’s access by adding them to more teams to expand access, removing them from teams to restrict access, or creating new teams with different channel combinations as needed.