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Wapto documentation

Agents Management

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Scaling Your Support Ecosystem

Agents are the frontline of your WhatsApp engagement. The Agent Management system allows you to onboard team members, link them to strategic teams, and monitor their interaction density in real-time.

Profile Control
Manage individual agent identities and visibility settings.
Team Linking
Inherit granular permissions instantly via team assignment.
Privacy Logic
Secure customer data with "Hide Phone" and module restrictions.

Agent Intelligence Dashboard

Pro Tip: For a detailed guide on managing and tracking agent workflows, visit the Agent Task Management documentation.

The primary list view provides a comprehensive audit trail for every team member. Monitor status, assignments, and historical activity from a single interface.

Identity

Name, Email, and Phone Number.

Assignment

Currently linked strategic Team.

Lifecycle

Creation Date and Active Status.

Actions

Edit, Delete, and Visibility toggles.


Agent Onboarding Workflow

Follow this standardized protocol to expand your operational capacity.

Initiate: Navigate to Agents and click the + Create Agent button.
Profile Definition: Enter the agent's professional name, corporate email, and WhatsApp-enabled phone number.
Team Integration: Select a pre-configured Team from the dropdown. This defines their platform permissions.
Security Settings: Toggle the Hide Phone option if you wish to restrict agent access to raw customer numbers.
Activation: Set the status to Active and add any operational notes before saving.
Critical Association

Each agent MUST be linked to a team. The team acts as the permission gateway for the agent.


Lifecycle Management & Governance

Fluid Re-assignment

Easily move agents between Sales and Support teams as your volume fluctuations dictate.

Instant Offboarding

Toggling an agent to "Inactive" instantly revokes all platform access without deleting logs.

Visibility Toggles

Use the "Hide Phone" option for contractors or external agents to ensure GDPR compliance.

Governance Checklist
  • Unique Emails: Ensure each agent has a unique corporate email for platform identification.
  • Role Alignment: Double-check team permissions before assigning a new agent.
  • Active Status: Agents must be 'Active' to appear in the Chat Inbox assignable list.
Troubleshooting Guide

Agent Cannot Login: Verify their status is "Active" and the email matches their profile perfectly.

Permissions Not Reflecting: Try clicking 'Update Agent' again to force-sync the team blueprint permissions.