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Roles & permissions

Every staff member in a workspace has exactly one role. The role decides what that person can do. ConnectWiz has three roles:

  • Administrator (admin)
  • Supervisor (supervisor)
  • Agent (agent)

The first person who registers a workspace is its administrator.

note

Workspace isolation is enforced underneath all of this: a person can only ever see and act on data in their own workspace, regardless of role. Roles layer within a workspace on top of that.

What each role can do​

Administrator​

Administrators can do everything in the workspace. There is no action below that an admin cannot perform — they manage team members and settings, and they have full access to every conversation, contact, department, tag, note and saved reply.

Supervisor​

Supervisors oversee the team's work. They can:

  • View and act on any conversation, not just ones assigned to them.
  • Assign and re-assign conversations between agents.
  • Update any conversation's status.
  • Delete any internal note.
  • Delete contacts.
  • Manage the shared libraries: create, edit and delete departments, tags, and saved replies.

Supervisors stop short of the full administrator scope (for example managing team members and workspace-wide settings).

Agent​

Agents handle the day-to-day conversations. They can:

  • View any conversation, contact, department, tag and saved reply in the workspace (so they always have context).
  • Reply to and update the conversations assigned to them.
  • Apply existing tags to the conversations they handle.
  • Add internal notes, and delete their own notes.
  • Create, view, search and update contacts.

Agents cannot reassign conversations, manage the shared libraries (departments / tags / saved replies), delete contacts, or delete conversations.

Permission matrix​

ActionAgentSupervisorAdmin
View conversations / contacts / libraries✅✅✅
Reply to / update a conversationown only✅✅
Assign or re-assign a conversation—✅✅
Delete a conversation——✅
Create / update a contact✅✅✅
Delete a contact—✅✅
Apply / remove a tag on a conversationown only✅✅
Add an internal note✅✅✅
Delete an internal noteown only✅✅
Manage departments / tags / saved replies—✅✅
Upload to the media library✅✅✅
See library filesown + department + workspaceallall
Edit / delete library filesown only✅✅
Library folders · share with the whole workspace—✅✅
Manage team members & workspace settings——✅
See / answer the workspace’s support tickets (everyone sees their own)——✅

"Own only" means the agent must be the one the conversation is assigned to (or, for notes, the author of the note).

"This conversation is not assigned to you"​

There is no separate permission for sending a saved reply or a WhatsApp message template. Both are covered by Reply to conversations — sending an approved template is a reply, so anyone who may answer a thread may re-open it with a template, and the template library is what "Manage message templates" governs.

That is why this refusal is almost always about which thread, not about templates. An agent needs Reply to conversations and one of:

  • the conversation is assigned to them, or
  • they hold Act on all conversations (not just assigned).

It usually shows up on a template first, and that is a coincidence of timing: a template is what you reach for once WhatsApp's 24-hour window has closed, and a thread nobody has answered for a day is usually a thread nobody has claimed. The agent meets the rule for the first time on the one send that had no alternative.

To fix it, either have the agent take the conversation over (which assigns it to them), or grant Act on all conversations on the member's permissions screen. Granting Manage message templates will not help — that permission is about writing templates, not sending them.

Who may mark a conversation completed​

Completed is the one status move that ends the work rather than parking it: the thread leaves the folder the whole team watches. It therefore has its own permission — Complete conversations — separate from Manage conversations, so a workspace can let someone reassign, hold and retitle a thread without letting them declare it finished.

It is switched on for agents by default; the permission exists so you can take it away from a particular member, not so you have to hand it out.

What you see depends on your plan and your permissions​

Every menu item, page, settings tab and mobile tab is shown only when both of these are true:

  1. Your workspace has the feature. Your plan includes it, the platform has not made an exception for your workspace, and an administrator has not switched it off under Settings → Features.
  2. You hold a permission that opens it. It comes from your role, plus any permission an administrator added to or removed from you personally.

Anything that fails either check is not shown at all. It does not appear greyed out in the menu, and typing its address takes you to the dashboard. If your access changes while you are working (a new plan, a different role), the panel notices on your next action. It updates the menu, moves you off a page you can no longer open, and tells you in one line that your access changed.

A feature your plan does not include still appears under Settings → Features, as a locked row marked Not included in your plan. That is the one place it shows up.

Only what is set up​

A page or button also needs something behind it. You do not see:

  • Mail until you can reach at least one mailbox (a shared one you have access to, or your own).
  • Comments until a channel that carries comments or reviews is connected.
  • Calls, the keypad and every Call button until there is a line you can call on. The keypad and Call also need a line you can call out from.
  • Broadcasts, Visitors, the Diary and Leads until a broadcast channel, the website widget, a booking type and a lead source exist.
  • AI buttons (suggest, spelling, rewrite, translate, summarise, AI drafts, Give back to AI, the AI switches on channels and the widget, AI flow steps) until AI is switched on and has a working key. Rewriting and translating also need their own option switched on in AI assistant settings.

The place where something is set up never disappears for someone allowed to set it up. Settings → AI assistant, SMS, Widget, Booking types and Marketing stay open and say Not set up yet, with a link when the missing piece is set up somewhere else. Following an old link to a page with nothing behind it takes you to the dashboard with one line saying why. On the phone, the Mail, Comments and Calls tabs follow the same rule.

Editing roles and personal permissions​

The role editor and the per-member editor show every permission, grouped by area, with a search box. Two markers can appear on a permission:

  • Admin only: it cannot be given to anyone who is not an administrator.
  • Not in your plan: you can grant it, but it has no effect until your plan includes the feature it belongs to.

You can only grant permissions you hold yourself. Taking a permission away is never restricted.

These settings areas used to be available to administrators only. Each now has its own permission, so you can give it to someone without making them an administrator: ticket settings, help-center articles, automations, panel text overrides, booking types, the security policy and the invitation email. By default they are still administrator-only.