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Who can use this?
  • Available on all plans. Your plan sets how many users you can have — the Users tab shows your current count against the limit.
  • Needs the Users & Roles permission. Owners have it by default.
Three things work together here. A user is a person with a login. A role decides what that person can see and do. A team is a group of users that conversations get routed to. You’ll usually set up roles first, then teams, then invite people into both.

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Where to find it

Go to Settings → Users & Roles. You’ll see three tabs:

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Roles

A role is a named set of permissions. Gallabox ships with default roles you can’t edit, and lets you create custom ones.

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Default roles

The difference between Admin and Team Admin (and between Member and Team Member) is scope, not power. Each permission in Gallabox carries a boundary: all, team, or own. A Team Admin has the same kinds of permission as an Admin, bounded to their team’s data.
Default roles are locked. If a default role is close to what you want but not exact, create a custom role rather than trying to edit it.

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Creating a custom role

  1. Go to the Roles tab and click + Add Role.
  2. Enter a Role name.
  3. Select the permissions this role should have. They’re grouped by area — Conversations, Contacts, Broadcast, Channels, Commerce, Sequences, WhatsApp Templates, WhatsApp Flows, Users & Roles, Accounts & Settings, Developer modules, Security modules, and Agent.
  4. Click Save Role.
The role is now available in the dropdown when you invite someone or change an existing user’s role.
Grant the narrowest set that lets someone do their job. It’s easier to add a permission when somebody asks than to work out later why a role has access it never needed.

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Users

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Inviting a user

  1. Go to the Users tab and click + Add User.
  2. Fill in their name and email address.
  3. Assign a role.
  4. Add them to one or more channels — this controls which conversations they can reach.
  5. Add them to one or more teams (optional).
  6. Click Invite.
They’ll get an email invitation. Until they accept, they sit under the Invites tab.
Channel access and role are separate controls. A user with a permissive role but no channel assigned still sees no conversations. If someone reports an empty inbox, check their channel assignment before changing their role.

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Managing invitations

The Invites tab lists everyone who’s been invited but hasn’t signed in yet. From here you can resend an invitation if it never arrived, or delete it to withdraw access.

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Removing and restoring a user

Deleting a user moves them to the Deleted Users tab rather than erasing them. You can restore someone from there if you removed them by mistake, which keeps their history intact.

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Teams

A team is a group of users that conversations can be routed to as a unit — useful when you want “Sales” or “Support” to own a queue rather than assigning to individuals.

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Creating a team

  1. Go to the Teams tab and click + Create Team.
  2. Enter the team name.
  3. Select the WhatsApp channel this team handles.
  4. Choose an assignment rule (below).
  5. Save.

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Assignment rules

Every team has one rule that decides what happens to an incoming conversation: Round-robin suits teams where any agent can handle any conversation and you want even load. Unassign suits teams where agents self-select — for example when conversations vary a lot in effort, or agents have different specialities.
Round-robin skips inactive members, so someone who is logged out or deactivated won’t accumulate a silent backlog.

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Adding members to a team

After creating the team, click Map Member to the Team. A panel opens where you can search for users and add them. Only users who already have access to the team’s channel can be added.

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Deleting a team

Deleting a team forces you to decide what happens to its conversations first. You’ll be asked to either:
  • Assign them to a user — the list shows only users with access to the same channels as the team, or
  • Resolve them all.
Anywhere the team’s name was used for identification, it becomes “deleted team” rather than disappearing, so historical records still read correctly.

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Example

Scenario: A 12-person company wants Sales and Support handled separately, and wants interns to work conversations without seeing billing.
  1. Create a custom role, Support Agent — Conversations and Contacts permissions only, nothing under Accounts & Settings.
  2. Create a team, Support, on the main WhatsApp channel with Round-robin so tickets spread evenly.
  3. Create a team, Sales, on the same channel with Unassign, because reps pick the leads they want to work.
  4. Invite the four interns with the Support Agent role, the main channel, and the Support team.
  5. Invite the sales reps as Members on the Sales team.
Support tickets now distribute automatically; sales leads wait in Unassigned for a rep to claim.

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FAQs

Scope. A Team Admin has the same sorts of permission as an Admin, but bounded to the teams they belong to — they administer their team’s conversations and data rather than the whole account.
No — Owner, Admin, Member, Team Admin, and Team Member are locked so their behaviour is predictable across accounts. Create a custom role with exactly the permissions you want instead.
Open the Invites tab and click resend. If it still doesn’t arrive, check the address for typos, then ask them to look in spam — invitation emails are the most commonly filtered message Gallabox sends.
Check channel access first. Role and channel are separate controls, and a user with no channel assigned sees nothing regardless of role. Then check whether their team’s assignment rule is Unassign, in which case conversations wait in the Unassigned tab rather than arriving directly.
Yes. Deleted users move to the Deleted Users tab, and you can restore them from there.
You choose before the deletion completes — either reassign them to a specific user with access to the same channels, or resolve all of them. Nothing is silently orphaned.
It depends on your plan. The Users tab shows your current count against your limit. If you’re at the limit, remove an inactive user or upgrade your plan.