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🔐 Chat Access Control & Auto Allocation Setup Guide

Chakra gives you fine-grained control over how chats are accessed and automatically distributed to your team. This guide will walk you through the default access control rules and show you how to set up auto allocation to streamline your team's workflow.

👥 Default Chat Access Rules​

By default, chat visibility is governed by user roles:

  • Admins 👑 — Can access all chats
  • Managers 📊 — Can access all chats
  • Users 🙋 — Can access only the chats assigned to them

You can manually assign chats in the chat dashboard by selecting a user from the Assignee dropdown at the top of the chat panel.

But for larger teams, manual assignment can get tedious — that’s where auto allocation comes in handy! Let’s dive into how to set it up.
👉 Most settings can be accessed from the Chat Settings page

📁 Step 1: Create Chat Inboxes​

Chat Inboxes act like folders or tags to categorize incoming chats — perfect for segmenting by department (e.g., Sales and Support).

✅ To create inboxes:​

  • Navigate to:
    Admin > Chat Settings > Chat Inbox List > Add
  • Create inboxes like Sales and Support to match your team structure

🤖 Step 2: Add an Allocator for Each Inbox​

Once you’ve created your inboxes, the next step is to set up an allocator — this controls how chats are automatically assigned to team members.

➕ To add an allocator:​

  1. Go to the specific inbox page
  2. Click Add Allocator
  3. Configure the following:

  • User Roles (required) 👥
    Select which roles (e.g., users, managers) will receive chats from this inbox.

  • Allocation Strategy (required) 🎯
    Choose Round Robin for fair distribution — chats will be assigned one-by-one in rotation.

  • Chat Filters (optional) 🧠
    Set conditions to restrict which chats this allocator handles (e.g., based on language, region, etc.)

💡 You can add multiple allocators per inbox, but usually one is enough for most setups.

🗂️ Step 3: Map Incoming Chats to Inboxes​

Define rules for how incoming chats should be routed to your chat inboxes.

📌 To set up inbox mapping:​

  1. Go to:
    Admin > Chat Settings > Inbox Mapping
  2. Click the ➕ button and choose Rule
  3. Set the conditions for the rule:
    • Select a Chat Inbox
    • Define conditions using LHS/RHS logic

🧪 Example: Route by WhatsApp Number​

If you use different WhatsApp numbers for Sales and Support:

  • For Sales:
    • Condition 1: provider = WhatsApp
    • Condition 2: providerHandle = 919900112233 (Include country code, no plus sign or special characters)
  1. Click Save to confirm the rule
  2. Click Save again to finalize the entire configuration

✅ Testing Your Setup​

Once you've configured your inbox rules and allocators:

  • Go to the Chat Dashboard
  • New chats should show the correct inbox tag
  • If allocation is set up correctly, the chat should be auto-assigned to a team member