Team management and roles

Wando is multi-user: you can add your team so that several people can reply from the same business account, each with their own access.

Invite a member

1. 1Go to the admin panel → Users.
2. 2Add the new member with their name and email.
3. 3Assign them a role (admin or agent).
4. 4The user receives access to log in with their own account.

Available roles

• Admin: full access. Can configure WhatsApp credentials, manage the team, templates, integrations, and view everything.
• Agent: focused on replying. Works on conversations, but does not touch the account's sensitive settings.

Assign conversations

Conversations can be assigned to a team member so it is clear who is in charge of each customer. This way you avoid duplicate replies and no one is left unattended.

What does an agent see that an admin doesn't?

The practical difference between admin and agent lies in what each one can touch. The agent works on conversations: replies, uses AI suggestions, applies templates, and moves the chat status. They don't access the account's sensitive settings.

The admin, on the other hand, is the one who builds the scaffolding: WhatsApp credentials (Meta's official API), team management, templates, integrations, and campaigns. If your business is small, it's normal for you to be the only admin and everyone else to be agents.

• Agent: conversations, AI suggestions, templates when replying, contact tags.
• Admin: everything the agent has plus credentials, team, templates (HSM), integrations, campaigns, and full statistics.

How many members can the account have?

There's no fixed number of members we can give you here: the number of users and channels can vary depending on the plan you purchase. That detail lives at wando.online/pricing, and there you'll see it updated, along with the rest of the conditions.

Before adding people, think about how many simultaneous conversations you handle per day. If there are few, one admin and two agents are enough. If there are many and spread across schedules, it's better to have more people with the agent role and a single admin to organize.

Example: a food place with three people

Think of a restaurant with three people: the owner, a front-of-house manager, and a person who answers WhatsApp in the morning. The owner stays as admin: they set up the account, the order templates, and any integrations they need.

The manager and the morning person join as agents. Each one sees the conversations assigned to them and the unassigned ones. When a big order comes in, the manager assigns it to themselves so the morning person doesn't answer it twice.

If they add someone else tomorrow, they invite them with the agent role and that's it: there's no need to share the main account password or give them access to the settings. Each person logs in with their own user.

Common mistakes when building the team

The most repeated mistake is giving everyone the admin role 'just in case.' After that, nobody knows who changed a template or an integration, and any adjustment becomes a problem. The simple rule: admin only for whoever actually configures things.

The second mistake is not assigning conversations. If everyone sees everything and nobody has a client in charge, two things happen: the same thing gets answered twice, or nobody answers because each person thinks the other is doing it.

The third is not telling the team what changed. When someone joins or changes roles, it's best to say so in the work group so no conversations are left orphaned.

• Don't give admin to someone who only answers.
• Assign each conversation to a specific person.
• Tell the team when someone joins or changes roles.
• Review every so often who has which role and adjust it.

What to do when someone leaves the team

When a person stops working with you, the first thing to do is reassign the conversations they were handling. If you don't, those customers are left without a response and nobody notices until they complain.

Then, remove their access from the users panel. There's no need to delete anything else: by removing their user, that person can no longer access the business account.

If they were an admin and managed the settings, make sure another person with an admin role has access before deactivating them, so you're not left without anyone who can touch the account settings.

How the team combines with auto-replies

Auto-replies by schedule work on their own when nobody is connected. That doesn't replace the team: when business hours resume, conversations have to land in a person's hands.

The way to keep this from getting out of sync is simple: define who handles each time slot and assign the conversations that came in outside business hours to that person at the start of the day. That way the customer doesn't feel like they talked to a robot and then to nobody.

If you have several people on different shifts, multi-agent lets you see who is connected and distribute. It's not magic: someone has to look at the inbox and decide. AI suggests, but approval is still human.

What the inbox looks like when several agents are connected

When more than one person is working at the same time, the inbox stops being a list of chats and becomes a shared board. Each conversation has a status and, if it is assigned, a named owner. Agents see the ones assigned to them and the unassigned ones; the admin sees everything.

The most useful signal for staying organized is not how many messages there are, but how many were left unassigned at the end of the shift. That is the metric that tells you whether the team is coordinated or whether each person just answers whatever shows up first.

• Conversations assigned to me: what you have to handle no matter what.
• Unassigned conversations: the shared queue, whoever is free takes them.
• Contact tags: used to filter by customer type or by order status.
• AI suggestions: they appear above the open conversation and the person approves them with one click.

Full example: a beauty salon with two shifts and an owner who doesn't answer the chat

A beauty center with three people: the owner, who only wants to see numbers and configure things; one person who answers the chat from 9:00 to 14:00; and another who answers from 14:00 to 19:00. The owner stays as admin. The two others join as agents.

From 9:00 to 14:00, the first agent works the inbox. Conversations that come in outside that schedule stay unassigned and are answered by the schedule-based auto-reply. At 14:00, the second agent comes in, looks at the unassigned queue and takes the ones that correspond to their shift. The ones the first agent left are already assigned to her and tagged with the morning shift.

The owner doesn't touch conversations. She comes in in the morning, looks at message and campaign statistics, checks that the templates are approved and moves on. If she needs to add someone for a seasonal promo, she invites them with the agent role and removes them when the campaign ends. No one shares a password and no one can change the configuration without her finding out.

How to distribute conversations without overlapping: three criteria that work

There is no single correct way to distribute. What matters is that the criterion is explicit and that the whole team knows it. These three are the ones that work best in small businesses.

The first is by shift: each person takes whatever comes in during their time slot. The second is by type of inquiry, using contact labels to separate, for example, quotes from complaints. The third is by portfolio: each agent has their regular clients and new ones are distributed in order of arrival. If you mix the three without saying so, the usual problem comes back: nobody knows what is theirs.

• By shift: simple, works well if schedules are clear.
• By type of inquiry: requires keeping labels up to date.
• By portfolio: good for recurring clients, bad if someone goes on vacation.
• End-of-shift rule: before leaving, each agent leaves their unassigned queue at zero or reports what is still pending.

What to do if the team grows and two roles are no longer enough

Admin and agent cover most cases for an SME. But when the business grows, intermediate situations appear: someone who should see statistics but not touch the WhatsApp credentials, or someone who builds templates but does not manage the team.

Today Wando does not have intermediate roles in the roles section: they are admin or agent. If you need something in between, the practical solution is to appoint a second trusted admin and compensate with internal agreements: who touches what and who is notified before changing a template or an integration. It is not the same as a granular permission, but it brings order.

If the volume grows a lot, it is a good idea to review the current plans at wando.online/pricing to see which user and channel limits apply, and whether it is better to reorganize shifts before adding people.

How to audit your team once a month

A disorganized team doesn't show until something breaks: a template changed without notice, a customer left without a reply, an integration that stopped working. The way to avoid it is a short review, once a month, with the same questions.

It takes no more than fifteen minutes and is done from the users panel and the inbox. The idea isn't to monitor anyone, but to be clear on who can touch what and who is handling what.

• Are all the people listed as users still working in the business?
• Does anyone have the admin role without needing it?
• Are there conversations assigned to people who are no longer there?
• Are the templates (HSM) up to date and with the text the team actually uses?
• Are the integrations (Make, Zapier, n8n, Slack, Google Sheets, Mercado Pago) still active and pointing where they should?

Mistakes that only show up after the team has been running for months

Startup mistakes show up fast. The ones that hurt are those that pile up little by little and don't show until someone quits or goes on vacation.

The most common is the single admin: the whole business depends on one person who knows how to configure things. If that person takes a week off, no one can approve a template or review an integration. The second is the ghost assignment: conversations left in the name of someone who is no longer there and that no one reassigned. The third is the auto-reply that no one has reviewed since it was set up, with text that no longer matches what the business does today.

• Single admin: always leave a second trusted admin.
• Old assignments: review them every time someone leaves the team.
• Outdated auto-replies: review the text when schedules or services change.
• Templates not approved: Meta's timeframe is up to 48 hours, so if you're going to launch a campaign, send them with time to spare.

What the team cannot do (and why it's worth knowing)

Knowing what the team does is just as useful as knowing what it doesn't. Wando doesn't reply on its own by default: the AI suggests and a person approves with one click. That means if nobody is watching the inbox, suggestions sit waiting. AI does not cover for the absence of a person.

There is also no direct channel with Meta or a way to speed up template approval: the timeframe is up to 48 hours and Meta manages it, not Wando. And WhatsApp conversation prices are set by Meta per country; they vary and are in their official documentation, not ours.

Adding people to the team doesn't change any of those things. What changes is how many conversations you can handle at once and how fast. For everything else, the setup and the timelines depend on Meta and on how your account is configured.