In Waitwhile, user roles and permissions help you manage who has access to various features, settings, and customer data within your account. By assigning roles based on team members' responsibilities, you can maintain control and security while ensuring each person has the tools they need. This guide explains the different user roles available and how to customize permissions to best fit your organization’s needs.
User Role Types
Owner - highest permissions level
Admin - has access to settings and analytics
Editor - does not have access to settings but can perform actions related to the Waitlist/Bookings
Reader - view only user who cannot make changes or perform any actions
Custom - customers can now create a custom role based of their staff's needs.
Owner
The owner role has the highest permissions level allowing them to create, view, edit, and delete locations within the account. There must always be at least one Owner, but there can be multiple users assigned to this role.
Access Level: Full access to all features, data, and settings in Waitwhile including billing
Capabilities:
✅ Can add, remove, edit, enable, disable, and delete locations
✅ Can access, configure, and update account-wide settings
✅ Can invite, manage, remove users
✅ Can update or change subscription plans including purchasing message credits.
✅ Can delete, export, and import customer data
✅ Can delete Account
Best for: Business owners, Executive decision makers, and trusted team leaders who need complete control over the account.
Note: There are several ways to add or update a user to Owner role:
The original user to create the account will by default be assigned the Owner role.
Use the API to create a new user with the Owner role, or update an existing user with the Owner role
Reach out to Waitwhile Support to updated a user to Owner (request must be made or authorized by an existing account owner)
Admin
The admin role has the next highest permissions level to owner, allowing them to create, view, edit, and delete locations within the account. There can be unlimited Admin users assigned in Waitwhile.
Access Level: Full access to all features and settings in Waitwhile.
Capabilities:
✅ Can add, remove, edit, enable, disable, and delete locations
✅ Can access, configure, and update account-wide settings
✅ Can invite, manage, remove users
✅ Can update or change subscription plans including purchasing message credits.
✅ Can delete, export, and import customer data
✅ Can generate API keys but will only give access information from locations they have been assigned to
❌ Cannot delete Account
❌ Cannot make changes to Customer Info fields, Resources, or Services that are shared with other locations that they do not have access to
Best for: Regional & district Managers and administrators of Waitwhile for your business locations.
Editor
The Editor role is the most commonly used role for general staff members that access Waitwhile daily for general business operations.
Access Level: limited access to assist customers with registration & moving custom through their visit.
Capabilities:
✅ Can add, update, and move customers through the waitlist or appointment
✅ Can send 2-ways messages to customers (if enabled on the location)
❌ Cannot import, export, or delete customer data
❌ Does not have access to location settings or location stats
❌ Does not have access to account overview, analytics, other users, or account settings
Best for: staff members tasked with managing an active Waitlist or Booking calendar, acts as a resource, or a staff member responsible for assisting customers with registration.
Reader
The Reader role has visibility like the Editor role, but they cannot perform any actions on the locations that they are assigned to.
Access Level: limited access to assist customers with registration & moving custom through their visit.
Capabilities:
✅ Can view waitlist or appointment calendar
✅ Can update their own personal user setting preferences❌ Cannot take any action in the platform
Best for: Staff or managers who need visibility into operations but don’t need to interact with customer data or settings directly.
Custom Role
If you're on the Business or Enterprise subscription plan, you can create custom roles with the specific permissions that you need.
How to create a custom role
Go to your User Menu and select Account Overview
Choose Account Settings and select Roles & Permissions
Select Add role
Give your role a Name (e.g. General Manager, Client Advisor, Therapist, etc)
Give the role a description to assist others that may be responsible for assigning the role in the future
Copy permissions from a standard role. This will allow you to start with a specific set of allowances that you can then modify for your specific needs
Once all of the permissions are set, click Add to save the new role
Pro Tip: Want to review all roles & permissions, go to Roles & Permissions and select Compare roles button. This will even summarize custom roles that you have created
Have additional questions or need assistance? Reach out to us via chat or at support@waitwhile.com.