Why it matters
Channel permissions determine which users can view, manage, and act on conversations, calls, and settings for a specific channel. Proper access control ensures the right people can manage routing and configuration while preventing accidental changes or unauthorized use.
Key Concepts
Channel Access:
Whether a user can see and interact with a specific channel in Whippy.
Channel Admin:
A user with full control over the channel, including editing settings, managing users, and updating routing or automation.
Channel User:
A user who can use the channel for conversations or calls but has limited configuration access.
Permissions Menu:
The menu used to manage a specific user’s role or access level within a channel.
Step-by-Step: Open Channel Access Settings
Go to Settings.
Select Organization Settings.
Click Channels.
Locate the channel you want to manage.
Click the three-dots menu in the Actions column.
Select Edit Channel.
Open the Users tab.
This tab shows all users who currently have access to the channel and their roles.
Step-by-Step: Add a User to a Channel
In the Users tab, click Add User.
In the modal that appears, select the user you want to add.
Confirm the selection.
The user is now added to the channel and appears in the user list.
Understanding User Roles
Next to each user’s name, you can see their role:
Admin: Full control over the channel.
User: Limited access, with configurable permissions.
Admins can manage channel settings and user access. Users can only perform actions allowed by their permissions.
Step-by-Step: Manage User Permissions
In the Users tab, locate the user.
Click the three vertical dots next to their name.
Choose one of the following actions:
Permissions: View or adjust what the user can do on this channel.
Make Admin: Promote the user to a channel admin.
Remove from Channel: Remove the user’s access entirely.
Disable User: Temporarily block the user from using the channel without removing them.
Changes apply immediately.
When to Use Each Option
Permissions: Use when a user needs limited or custom access.
Make Admin: Use sparingly for users responsible for configuration and routing.
Remove from Channel: Use when a user no longer works with this channel.
Disable User: Use for temporary access removal or troubleshooting.
Tips and Best Practices
Grant admin access only to users who need to manage channel settings.
Review channel access regularly, especially after role or team changes.
Use disable user instead of removal when access may be needed again.
Keep channel user lists small and relevant to reduce confusion.
Confirm permissions after adding new users to avoid missed calls or messages.
Troubleshooting
Issue | Possible Cause | Fix |
User cannot see the channel | Not added to channel | Add the user in the Users tab |
User cannot edit settings | User role is not admin | Promote to admin or adjust permissions |
User still appears but cannot act | User disabled | Re-enable or remove and re-add the user |
Cannot manage another user | Insufficient permissions | Ensure you are a channel admin |
Changes not applying | Edit not saved | Reopen the menu and confirm the action |