WhatACRM supports two distinct roles: Admin and Agent. Understanding the difference helps you set up your team securely.

Admin Role

Admins have full access to everything in your organisation:

• Manage users — invite, remove, and change roles
• Access all conversations across the team
• Configure settings: auto-replies, AI tools, integrations, billing
• Create and manage campaigns
• View analytics and queue monitors
• Manage the WhatsApp connection (QR pairing, reconnection)

Agent Role

Agents are designed for front-line team members who handle conversations:

• View and respond to assigned conversations
• Access contacts and groups
• Use quick replies and templates
• Send scheduled messages

Agents cannot access admin settings, billing, user management, or system configuration.

How to Assign Roles

Go to Admin Users from the sidebar. Click on any user to change their role between Admin and Agent. Changes take effect immediately.

Best Practices

• Keep the number of Admins small — ideally 1–2 per organisation.
• Use Agent role for all customer-facing team members.
• Regularly review user access to ensure security.