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Waply lets you collaborate with your entire customer-facing team from a single workspace. You can invite agents by email, assign them a role that controls what they can see and do, and group them into teams like Sales or Support so conversations reach the right people automatically. This page covers everything you need to set up and manage your team.

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Inviting team members

To add someone to your workspace, go to Settings > Team and send them an invitation by email. They’ll receive a link to create their account and join your workspace. Invitations expire after 48 hours; you can resend or revoke a pending invite from the same page.
1

Open team settings

In the left sidebar, click Settings, then select Team.
2

Invite by email

Click Invite member, enter the person’s email address, and select a role (Admin, Agent, or Viewer). Click Send invite.
3

They accept the invitation

The invitee receives an email with a link to join your workspace. Once they accept, they appear in your team list with the role you assigned.
Your plan determines how many members you can have. Starter supports up to 3 users, Growth supports up to 5, and Enterprise has no limit. If you’re at your plan’s limit, you’ll need to upgrade before sending new invitations.

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Roles and permissions

Every team member has one of three roles. Roles are workspace-wide — you can’t assign different roles per channel or per team.
RoleConversationsContactsAnalyticsSettings & billing
AdminAll conversations, assign & reassignFull access (create, edit, delete)Full accessFull access
AgentAssigned conversations and unassignedView and editAssigned metrics onlyNo access
ViewerNo accessRead-onlyFull read-onlyNo access
Admins have full access to every part of Waply. They can invite and remove members, change roles, manage billing, configure channels, and view all conversations and analytics. Assign this role only to people who need to manage the workspace itself, not just handle conversations.
Agents handle day-to-day conversations. They can see all unassigned conversations plus any conversation explicitly assigned to them or their team. They can view and edit contact records but cannot access billing, channel configuration, or workspace settings. Agent performance metrics are visible to Admins in the analytics dashboard.
Viewers have read-only access to analytics. They cannot open conversations, edit contacts, or change any settings. This role is useful for stakeholders who need to monitor performance without taking action.
Use the Viewer role for team leads or managers who need visibility into performance metrics but shouldn’t be handling conversations or adjusting settings.

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Creating and managing teams

Teams let you group agents by function — for example, a Sales team and a Support team. When a conversation is assigned to a team, any agent in that team can pick it up. This keeps work distributed without requiring manual assignment to a specific person.
1

Create a team

Go to Settings > Teams and click New team. Give the team a name (e.g., “Sales” or “Technical Support”).
2

Add agents to the team

Select agents from your member list to add to the team. An agent can belong to more than one team.
3

Save the team

Click Save. The team is now available as an assignment option inside the inbox.
Plan limits apply to teams as well as users. Starter workspaces can have 1 team, Growth workspaces can have up to 5 teams, and Enterprise workspaces have no limit.

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Assigning conversations to teams

You can assign a conversation to a team directly from the conversation view in the inbox. Open the conversation, find the Assignee panel on the right side, and choose a team from the dropdown. The conversation will appear in that team’s queue and any agent on the team can respond to it. You can also set up automatic assignment rules in Settings > Automation to route conversations to a team based on the channel, keyword, or contact property. For example, you could route all Instagram DM conversations automatically to your Social team.
If a conversation needs a specific person rather than a whole team, you can assign it to an individual agent from the same Assignee panel. Individual and team assignment can both be set on the same conversation.

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Tracking agent performance

Admins can view performance metrics for each agent in the Analytics section. Metrics include the number of conversations handled, average first response time, and resolution rate. You can filter by date range and by individual agent or team. See the Analytics page for a full breakdown of available metrics and how to export data.

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Removing a team member

To remove someone from your workspace, go to Settings > Team, find the member, and click Remove. Removing a member immediately revokes their access. Any open conversations assigned to them will return to the unassigned queue so another agent can pick them up.
Removing a member cannot be undone. If you want to temporarily restrict access without removing them permanently, consider changing their role to Viewer instead.