Command Center — running your business from WhatsApp

Command Center lets your team message your business’s own WhatsApp number and get straight answers back — today’s numbers, where a deal stands, what a customer’s history looks like — without opening the dashboard. Anyone you add can tap a button in the chat or just ask in their own words, the same way a customer would talk to your assistant, except the assistant recognises them as staff and answers with your business’s real numbers instead of a canned reply.

Every command runs through a role, and every role decides what it’s allowed to do. Add someone as a Manager and they can pull any report; add them as a Human Agent (or a role you’ve created yourself, like Trainee or Team Lead) and you decide exactly what that covers. Nothing is granted by accident — someone new to the roster can do nothing until you say so.

Where to find it: Dashboard → Command Center. It only appears if your plan includes it — ask us if you don’t see it and think you should.

If Command Center isn’t turned on for your account, none of this applies — messages to your number are answered as ordinary customer conversations, and nobody on your team has any special access through WhatsApp.

The five-minute setup

1. Open the Roster tab (the one you land on).
2. Under Give someone command access, pick a person from Person — this list is your existing dashboard logins, not a new account you create here.
3. Choose what they can do under Can do — start with Human Agent unless they need to run the business, not just report on it.
4. Type their full WhatsApp number, with the country code — this is the one thing you type by hand, and we check it carefully (see below).
5. Click Add.

That’s it — they can message your number right away. The rest of this page covers what each role can actually do, how to make your own, and what to do if something looks off.

The Roster tab — who can command your business

Adding someone picks an existing login, not a new phone number. You choose who from the people who already have a login to your dashboard — Command Center never invents an identity. That’s also why removing someone’s dashboard login removes their command access too: there’s only one place to take it away.

The country code is the one thing you type, and it matters. Your team’s logins only store the last ten digits of a phone number, which repeat across countries — so a number’s country code is what tells two people with the same last ten digits apart. Enter it in full (+91 98765 43210, not 98765 43210), and read it back before confirming — if it’s unfamiliar for your account, we’ll ask you to double-check it once before saving.

Blocking is immediate, and a blocked entry stays visible. Click Block next to anyone and their very next message is refused — there’s nothing to wait for or clear. The row stays on the roster marked Blocked rather than disappearing, so you can always tell “I revoked this” from “I never added them.” Click Restore to bring them back, unless someone else has since been added on that same number — in that case, block the newer entry first.

⚠️ A blocked row can say “Auto-blocked” instead of “Blocked.” That means our security sweep blocked them automatically because of unusual activity (see Flags, below) — not something you did. It’s still just as blocked, and restoring it works exactly the same way, but check the Flags tab first to see what triggered it.

The Roles tab — deciding what each role can do

Every account starts with two roles already set up: Manager and Human Agent. You can rename either one (some teams prefer “Owner” or “Front Desk”), but you can’t delete them — they’re built in.

Add your own roles for how your team is actually organised. Click Add a role and give it a name — Trainee, Team Lead, Sales Guy, whatever matches how you’d describe the job. We turn the name into an internal identifier automatically; you never see or manage that part.

Deleting a custom role only works once nobody holds it. If anyone on your roster still has that role, we’ll tell you to move them to a different role first — nothing is deleted out from under someone still using it.

What each role can do

Below the role list, What each role can do lists every command your team can send, and which roles can send it. This is genuinely freeform — a role isn’t automatically a “smaller” or “bigger” version of another one. Click Edit next to any command to change which roles can send it; at least one role has to stay checked, since a command nobody can reach isn’t really a setting, it’s just broken.

Rows marked (default) haven’t been changed from what we ship. Out of the box, Manager and Human Agent can do almost everything the same — including recording a note on a customer or cancelling a task, both of which ask for an explicit “yes, do it” before anything happens. The two we hold back from Human Agent by default are broader reporting: pulling numbers over a custom date range, and the full pipeline summary. Change any of that here and it stops being a default and becomes something you’ve explicitly chosen — which stays that way even if we later change what ships by default.

An example — a small sales team

Role	Can do
Manager	Everything, including custom-range reports and the pipeline summary
Human Agent	Today’s numbers, customer lookups, notes and task changes — not the broader reports
Trainee (custom)	Customer lookups only, while they’re learning the ropes

The Flags tab — unusual activity, automatically noticed

We watch for a small set of patterns that tend to mean something’s wrong — not to slow your team down, but to catch it if a number gets compromised or someone starts pulling more than their job needs.

• A burst of sensitive reads — a lot of Manager-level commands from one person in a short window.
• Touching a lot of different customers, fast — a busy day usually means the same few customers coming up again and again; someone working through many different customers quickly looks more like scraping than support.
• Commands sent outside your normal hours — once your account has a calling window configured, a Manager-level command outside it gets flagged. This one isn’t self-service in the dashboard yet — talk to us if you want it turned on for your account.

A flag is advisory, not a block — until enough of them add up. One flag doesn’t stop anyone. If the same person racks up several open flags in a short window, we block them automatically, exactly the way a manual block works — the roster shows Auto-blocked so you can tell it apart from one you did yourself.

Review a flag with Mark reviewed, or clear it with Dismiss. Both just change the flag’s own status — neither one touches anyone’s access. If a flag led to an automatic block and you’re satisfied it was a false alarm, dismiss the flag and separately click Restore on the Roster tab — we never reverse a block on your behalf, even one we triggered ourselves.

⚠️ You can’t review a flag raised about yourself, or restore your own access. If your own roster entry is the one flagged or blocked, another admin on your account has to handle it — the whole point of flags and blocks is a second set of eyes, and that breaks down if the flagged person is also the one clearing it. If you’re the only admin, this can leave you stuck; talk to us.

Troubleshooting

Someone’s blocked and I don’t remember blocking them

Check the Roster tab for an Auto-blocked badge — that means the security sweep did it, not you. Open the Flags tab to see why, then decide: if it was a false alarm, dismiss the flag and restore them from the Roster tab; if it wasn’t, leave it as is.

I don’t see any flags, ever

That’s the common case, not a bug — flags only appear when the sweep actually notices something. An account with light, ordinary usage may go long stretches with nothing to show here.

The History tab — everything, in order

Every command your team has sent shows up here — who sent it, from which number, when, and what happened. Filter by command (pipeline.summary, customer.status, and so on) to narrow it down; it’s paginated because, unlike the roster or the role list, this can grow large fast.

This is the record to check first for anything you can’t explain from the Roster or Flags tabs — a command that seems to have not worked, or a report someone says they never asked for.

A sensible first configuration

Roles:      Manager, Human Agent (the two we set up for you)
Roster:     yourself as Manager, front-desk staff as Human Agent
Grants:     left at their defaults

Start here and add a custom role only once you actually need one — most small teams never touch the grants editor, and that’s a fine place to stay.