Who sees which chat: permissions and assignment in Cortex Chat
A chat’s owner is the person assigned to the linked client record. What you see depends on your level on each channel: Allowed, Team-wide access, If responsible, or Denied.
Before you start · 1 thing · for everyoneKnowing the general permission levels
Before you start · 1 thing · for everyone
Knowing the general permission levels
- Understand the general levels in Permissions: Allowed, Team-wide access, If responsible, Denied.
Steps
1
The owner opens roles and chooses the role.
2
In the chats matrix, they set the read level for each channel: WhatsApp Web, WhatsApp Cloud, Facebook, Instagram, TikTok and WhatsApp Groups.
3
They add the teammates as members of the sessions they work on, from the channel’s settings.
The read level on a channel
Level
One-to-one chats
WhatsApp groups
Allowed
All chats in the sessions the teammate is a member of, plus the chats of records they own in any session.
All groups.
Team-wide access
The chats of records owned by any teammate in their team.
Groups in sessions where someone in their team is a member.
If responsible
Only the chats of records they own themselves.
Groups in the sessions they’re a member of.
Denied
Nothing.
Nothing.
A chat that isn’t linked to a record is seen only by people with the “Allowed” level on a session they’re a member of.
Handing a chat to a teammate: change the person assigned to the linked record in the record, and who can see the chat moves with it.
Other actions
Action
What you need
Sending in a one-to-one chat
Being able to see it.
Sending in a group
Update on WhatsApp Groups.
Editing a message, and replying to and managing comments
Update on the channel.
Creating a new chat or syncing chats
Create on the channel.
Deleting a chat
Delete on the channel.
A chat you can’t see shows as “not found”, not as “forbidden”. Live notifications reach only the people allowed to see the chat.
If something goes wrong
What you see
Why
What to do
A new teammate doesn’t see any chat
They weren’t added as a member of the session, or the chats aren’t linked to their records.
Add them to the session, or assign the records to them.
“You don’t have access to this chat”
Your level doesn’t cover this chat.
Check your role.
A supervisor with “Allowed” can’t see a certain session
They aren’t a member of that session.
Add them as a member of the session.
A real example
Namaa Academy
The situation
4 salespeople share one number, and each should see only their own clients.
What they did
- The owner set the “Sales” role to “If responsible” on WhatsApp Web.
- She turned on lead distribution to assign each new record to a salesperson.
- The “Supervisor” role is set to “Allowed”, and the supervisor is a member of the session.
The result
Each salesperson sees their own clients, and the supervisor sees them all.
A made-up company, to show the idea. The numbers are rounded.
Good to know
“Allowed” on a channel covers only the sessions the teammate is a member of, not every session on the channel.
A chat that isn’t linked to a record shows only for the “Allowed” level.
Did this guide solve it?
If not, we’ll ask what was missing.