How to set agent permissions and line access in AvenPing ​

Agent permissions control which AvenPing screens and inbox actions an agent can use. Open Settings → Manage Agents, choose Configure access, pick a Permission preset or custom switches, then click Save access. Assign WhatsApp lines in Manage agent under Platforms.

Prerequisites ​

Step-by-step ​

  1. Open Configure access
    Go to Settings → Manage Agents. Open the agent’s row menu and click Configure access. Messages stay available; other areas are optional.

  2. Apply a Permission preset
    Under Permission preset, choose Support, Sales, or Supervisor. The label shows which preset is active, or Custom configuration after you change switches.

  3. Tune section switches
    Expand accordion sections: Messages, Contacts, Profile, Templates, Forms, Campaigns, Catalogue, Events, Chatbots, AI Agents, Integrations, and Settings. Settings includes subsections such as WhatsApp, Attributes, Labels, and Quick replies. Toggle only what that agent needs.

  4. Assign platforms (line access)
    Close the permissions dialog if needed, then open Manage agent. Under Platforms, leave All platforms on, or turn it off and tick specific lines. If you turn it off, select at least one platform. Save the manage dialog.

  5. Save access
    Back in Configure access, click Save access when you see Unsaved changes. Failed saves toast Failed to save permissions.

TIP

Support: inbox-focused (assigned contacts, labels, export). Sales: contact CRUD, templates, campaigns. Supervisor: all contacts, automation, expanded settings (finance is view-only in that preset).

FAQ ​

Can I hide Messages from an agent?

No. The editor states messages are always available. You can still limit inbox actions inside Messages (for example block or intervene on the Supervisor preset).

Where do I restrict which WhatsApp number an agent uses?

In Manage agent → Platforms. All platforms grants every active line. Turning it off lets you assign specific numbers. The agents table Platforms column shows All platforms, assigned labels, or None assigned.

What does Contact masking do?

In Manage agent, Contact masking hides contact phone numbers from that agent in the inbox.