Three ticks on a person's login decide what they see in the Inbox. Inbox — own chats shows a seller only the chats given to them. Inbox — every chat shows all chats and lets the person move them. Inbox settings opens the pages, shares, rules and automations. The store owner has all three.
Where to find it
Set the ticks in Admin › Administration › Users & access › Users & logins: open a person and tick the features in the Customers group. The form marks which ones their job needs.
Who can use it
| Tick | What the person can do |
|---|---|
| Inbox — own chats | See and answer only the chats given to them; set status, category and tags; schedule messages; see their own line in Inbox performance |
| Inbox — every chat | See and answer every chat; move chats between sellers; Inbox live; every seller's line and the store-wide tables in Inbox performance |
| Inbox settings | Inbox settings (pages, sellers' shares, answer rules, categories and tags) and Replies & automations (saved replies, photo gallery, automatic answers, Meta events) |
What each job starts with:
| Job | Starts with | May be added |
|---|---|---|
| Super Admin (owner) | Everything | — |
| Admin | own chats, every chat, Inbox settings | — |
| Manager | own chats, every chat | — |
| Marketing Manager | own chats, every chat | — |
| Supervisor | own chats, every chat | — |
| Moderator | — | own chats, every chat |
| Seller | own chats | — |
Good to know
- Checked on every step, not just hidden. Each time a seller opens a chat, a file in it, or sends an answer, the panel checks the chat is theirs. Someone else's chat counts as "not found", even with the exact link.
- When a chat moves, the old seller stops seeing it and the new one starts.
- The office may step in. Anyone with Inbox — every chat can answer any chat, not only their own.
- Inbox settings alone does not open the Inbox. To read chats, the person also needs own chats or every chat.
- Being on the sellers list (in Inbox settings) is what makes chats come to a person. The tick only opens the screens.
- Files and photos in a chat follow the same rule: only people who may open the chat can open them.
- WhatsApp campaigns and templates need a different tick, WhatsApp marketing (Super Admin, Admin and Marketing Manager). A seller cannot send a WhatsApp template, even in their own chat.
- Website Live chat has its own two ticks: Live chat — answer website visitors and Live chat settings.
Common problems
- A seller sees no chats. They have the tick but are not on the sellers list, or are not Available. Add them in Inbox settings, then ask them to press Available.
- A supervisor cannot open Inbox settings. Inbox settings are the Admin's and the owner's work. Ask one of them, or tick Inbox settings for the supervisor if you really want them to run it.
Related
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