Team: agents (employees)

👥 Team: agents (employees)

An agent is your employee who helps you reply to customers in chats. You create a separate login for them (email and password), they sign in and talk to customers instead of you or alongside you. The first three employees are free. The fourth and every one after that costs $6 per month.

What an agent can do

• Reply to customers in chats, but only on the channels you allow them (for example, WhatsApp only, while Telegram stays hidden).
• See the conversations and contacts on those channels.

An agent does not see your money, your settings or your other channels. And they cannot add new employees themselves. Only you can do that.

How many employees you can add

The first 3 agents are free. For most small teams that is enough.

Need more? Add as many as you like: each extra seat costs $6 per month. Pay for six months at once and it is 10 % cheaper, for a year it is 20 % cheaper.

There are two cases worth telling apart. If you work inside your own CRM (Bitrix24 or amoCRM, for example), we do not limit the number of employees there: WazzaBee simply connects the messengers to your CRM, and your agents work inside it. The limit of 3 agents applies only to work inside the WazzaBee interface, when employees reply to customers on our side.

How to add an employee beyond the free three

1. In the "Team" section click the add button: the seat payment window opens.
2. Choose how many seats you need and for how long: a month, six months or a year.
3. Pay by card. The seat appears as soon as the payment is confirmed, and that is when you can create the agent.

Each paid employee's card shows the date the seat is paid up to, and has a renew button. If you renew early, the days you already paid for are not lost: the new period is added to what is left.

Paying by invoice for a company or sole proprietor

If you pay by bank transfer, seats are added to the usual invoice together with channels and balance top-ups.

1. Open "Activation" → the "Invoices" tab and click to create an invoice.
2. Click "Agent seats", set the quantity and the period.
3. Download the invoice and pay it. As soon as we confirm the payment, the seats appear in your dashboard and suspended employees can reply to customers again.

One invoice can combine channels, WABA balance and agent seats: you do not need a separate invoice.

What happens if a seat is not paid for

Three days before the period ends we send you an email. If the seat is still unpaid, the employee temporarily loses access: they cannot open chats or reply to customers, and they see a message in their dashboard saying access is suspended.

Nothing is deleted: the conversations with customers, the assigned channels and the employee's settings all stay in place. Pay for the seat and access comes back on its own: you do not need to create the employee again.

The first three employees are never suspended: they are free.

If you delete an employee, their paid seat is not lost: it goes to another agent who is waiting for a seat.

How to add an employee: step by step

1. In the menu on the left open the "Team" section.
2. Click the green "Add agent" button.
3. Fill in a simple form. Next to each field there is a "?" icon: hover over it for a hint. Here is what to enter:
   • Email: the address the employee will sign in with. Use their work email or create a new one.
   • Password: the secret word for signing in (at least 8 characters, with Latin letters and digits). Write it down and pass it to the employee.
   • Name: the employee's name, so you recognise them in the list.
   • Phone: the number of the employee themselves, NOT yours. Each number can be used only once. If you enter your own number (it is already taken by your account), the system will not allow it, and rightly so.
   • Channels: tick the messengers the employee will reply in.
4. Click "Add". Done: the employee appears in the list.

💡 About the phone number, in plain words. A phone number is like a flat key: one key fits only one door. So the employee needs their own personal number, not yours. If you see "This phone number is already in use": just enter a different number, the one that belongs to the employee.

How the employee signs in

Give the employee their email and password. They open app.wazzabee.com, enter them and see the right chats straight away. There is nothing else for them to set up.

Message templates

An agent sees and uses your company's templates: quick replies you do not have to type every time. Both regular templates and WABA templates (HSM) on WhatsApp Business channels are available.

• In an open chat click the "Templates" icon (the sheet of paper) next to the message field.
• Pick the template you need: its text goes into the field, and all that is left is to click "Send".
• On WABA channels approved HSM templates are available: they are used to message a customer first.

Templates are created and edited by the account owner; agents use the ready ones. A new template added by the owner becomes available to every agent right away.

How to edit or remove an employee

• The "Edit" button: change the name, phone, password or the list of channels.
• The "Active / Disabled" toggle: if the employee has gone on holiday, switch it to "Disabled": they cannot sign in for a while but stay in the list. When they are back, switch it on again.
• The "Delete" button: remove the employee completely. All conversations with customers are kept.

If something goes wrong

• "This email is already registered": that address is already taken. Enter another one.
• "This phone number is already in use": the number is already linked to some account. Enter the employee's personal number.
• The employee sees "Access suspended": their seat is not paid for. Open the "Team" section and click "Pay for seat": access comes back right after payment.
• The employee signed in but sees no chats: check that you ticked at least one channel for them and set the status to "Active".