Once you've connected a WhatsApp Business number, you choose which team members can see its conversations in Rex and which contacts its messages are filed against. This article covers how to set that up, how to give a principal access to everything, and what other team members see.
🔒 Please Note: You'll need to be an admin with the privilege to manage integrations to change these settings.
If you haven't connected a number yet, see - Connecting Your WhatsApp Business Account.
How Do I Choose Who Sees a Number's Messages?
- Go to Settings > Admin > Integrations and open the WhatsApp connection.
- Under Registered Phone Numbers, click Add Phone Number.
- Enter the WhatsApp Business phone number.
- Select the users who should see this number's conversations.
- Choose the auto file preference (see below).
- Save.
❗ Please Note: Register your agency's own WhatsApp Business number here, not a client's number. Double check the number as you type it. If there's a typo, no messages will be captured.
What Do the Auto File Preferences Mean?
The auto file preference decides which contacts the number's messages are filed against:
- Contacts that I own - messages are only filed against contacts the user owns.
- Contacts that I can update - messages are filed against any contact the user has rights to update. This is the default.
- Any contact - messages are filed against any matching contact in Rex.
How Can a Principal See Every Agent's Conversations?
Add the principal as a user on each registered number and set the auto file preference to Any contact. The principal will then see the conversations for every number they're assigned to.
The account owner can see all WhatsApp conversations.
What Do Team Members Who Aren't Assigned See?
If a team member isn't assigned to a number, the WhatsApp message still shows on the contact record, but it's locked. They'll see "You do not have the rights required to view this item".
To let them see it, add them as a user on that registered number, or give them the Read Any privilege in the WhatsApp privilege group. For more on privileges, see - Privileges: Advanced Privileges List.
Does WhatsApp Update a Contact's Last Contacted Date?
Yes. When you connect WhatsApp for the first time, Rex automatically ticks whatsapp sent in Settings > Advanced Settings > Last Contacted. Messages your team sends on WhatsApp then update the contact's last contacted date.
If you don't want WhatsApp to count, untick it. See - Advanced Settings: Last Contacted.
❓ FAQs
Can one number be shared by several team members?
Yes. Add each team member as a user on that registered number.
Can a team member be assigned to more than one number?
Yes. For example, an agent can see both their own number and the shared office number.
I've connected a number but no messages are coming through. What should I check?
Check the number is registered under Registered Phone Numbers and has been typed correctly, and that the right users are assigned. If it still isn't working, see - WhatsApp Integration: FAQ's & Troubleshooting.
Why can't I see a WhatsApp message on a contact?
You may not be assigned to the number it came from. Ask your Rex admin to add you.