Team Access & Roles
Loopwave has two roles: admin and agent. Admins run the system; agents work the inbox. Every reply is attributed to the agent who sent it, so a shared number stays accountable.
The two roles
Full control: connect numbers, manage the team, configure templates, automations, broadcasts, webhooks, API keys, privacy, and billing/license.
Works conversations: read and reply to chats, resolve and assign, manage contacts and tickets, use templates. Cannot change system configuration.
Permission matrix
| Capability | Admin | Agent |
|---|---|---|
| Read & reply to chats | Yes | Yes |
| Resolve / reopen / assign chats | Yes | Yes |
| Search conversations | Yes | Yes |
| Create & label contacts | Yes | Yes |
| Delete a contact | Yes | No |
| Create & update tickets | Yes | Yes |
| Delete a ticket | Yes | No |
| Use templates | Yes | Yes |
| Create / edit / delete templates | Yes | No |
| Create / edit / toggle automations | Yes | No |
| Create / start / cancel broadcasts | Yes | No |
| Connect / unlink WhatsApp numbers | Yes | No |
| Invite team members & set roles | Yes | No |
| Manage webhooks & API keys | Yes | No |
| Toggle number masking (privacy) | Yes | No |
| Activate / refresh license | Yes | No |
| See unmasked customer numbers | Yes | Depends on masking |
The split is consistent across Loopwave: reads are open to any signed-in user, and sensitive writes are admin-only. Agents get everything they need to serve customers without being able to reconfigure the system.
Inviting team members
- Open Team
As an admin, go to Team and choose Invite member.
- Enter their details
Provide an email and (optionally) a name and role. If you don’t set a password, Loopwave generates a secure one you can share.
- Set the role
Choose admin or agent. You can change a member’s role or name later.
Each email can belong to only one account. Inviting an email that already exists returns an “email taken” error — edit the existing member instead.
Reply attribution
When an agent sends a message, Loopwave prepends the agent’s name to the outgoing text. The customer sees a single, consistent business number, while your team can always tell who said what.
Hide customer numbers from agents→Use number masking to protect customer privacy on a multi-agent team.