Each channel has a row in the role: WhatsApp Web, WhatsApp Cloud, Facebook, Instagram, TikTok and WhatsApp Groups. Read decides what the person sees, and Update decides whether they can send.
Seeing chats in Cortex Chat, and notifications about them
If responsible
Create
Connecting a new session, starting a new chat, and syncing old messages. Allowed or denied
Denied
Update
Sending messages, replying, forwarding, reacting and editing, replying to comments, polls, session settings and members, and managing groups
Denied
Delete
Deleting a chat, a message or a comment, and deleting the session
Denied
Read on the channel rows
Level
What they see
Allowed
Every chat in the sessions they’re linked to, and the chats of records they own, on any session
Team-wide access
The chats of records owned by a teammate in their team
If responsible
Only the chats of records they own
Denied
Nothing
A chat that isn’t linked to a record shows only at Allowed. So link the employee to the session and give them Allowed if they reply to new numbers. See How a chat becomes a client record.
Even at Allowed, a person only sees the sessions they’re linked to. Only the owner and super admins see every session.
The WhatsApp Groups row
Level
What they see
Allowed
Every group
Team-wide access
The groups of sessions that they or a teammate are linked to
If responsible
Only the groups of sessions they’re linked to
WhatsApp Web and its groups have an Add-on badge, because they’re a paid add-on.
A real example
Basma Clinics
The situation
The two receptionists answer every booking message, and the doctor sees only his own patients.
What they did
A “Reception” role: WhatsApp Web read Allowed and update Allowed, and both receptionists linked to the clinic’s session.
A “Doctor” role: read If responsible, and update Denied.
The result
Reception answers every new number, and the doctor reads only his patients’ chats, without sending anything.
A made-up company, to show the idea. The numbers are rounded.
Good to know
Create is only Allowed or Denied.
Setting a session’s call auto-reply only needs Update on that channel.
