Table of Contents

How to add team and assign user to team?

1 . Why need to have teams?

The "team" in WATI is to divide users into different smaller teams. And base on the permission rule, users who belong to the same team can see each other's tickets and vice versa if the user doesn't belong to the team, he/she cannot see the ticket of the team.

To check which team can see the current ticket, you can click the "team" button on each ticket

2. How to add a team?

To add a team, the user needs to access the "User Management" screen --> "Teams" tab.

Then click the "Add Team" button.

A popup will be displayed, allows users to fill in "Team Name" and select to check at "Default Team".

After that, please click on the "Add New Team" button.


  • There is only 1 team that can be checked as "Default Team"
  • The Default Team can see all messages
  • If the team is selected as "Default Team", once the customer starts chatting without any keyword routing to any team, it will be assigned to this Default Team.
  • The non-default team(s) can see only messages assigned to their team

3. How to add users to the team(s) or assign an user to the team(s)?

  1. To add user to the teams:

Firstly we access the "User Management" screen --> "Teams" tab. Then we need to click "Edit" button (pencil icon).

Then a new popup will be displayed. User can edit "Team Name", tick or untick at "Default Team".

Moreover, users can also add one or many users to the current team.

After that, please click "Save" for the new changes to be applied.

  1. To assign users to the team(s):

    We need to access the "User Management" screen. Then in the "Users" tab, click to edit a user. Then type or select the team in the drop-down list and click "Save" to apply the changes.

How did we do?

Detail Access Menu of each Roles