What it is
What you can do in the Inbox depends on your role and on the access your Owner gave you in Settings → Team & roles. Controls you can't use are hidden, so a Staff member with View only sees the conversations but no reply box.
How to use it
- If a button you expect is missing, check the status chips under the customer's name. A View only chip ("View only. Ask your Owner for access.") means you have Inbox View only. Controls unavailable means the controls can't be used on this conversation right now; select it to read why.
- Ask an Owner to open Settings → Team & roles, select you and set Inbox to View and change. The Manager, Sales and BDC starting points include it.
- To approve Aria's drafts as well, ask the Owner to switch on Approve Aria replies for you. The Manager and BDC starting points include it.
- Reload the Inbox after your access changes.
- For anything that stays Owner-only, ask an Owner to do it.
What the data means
| Access | What you can do |
|---|---|
| Owner | Everything |
| Staff with Inbox View and change | Reply, notes, Take over, Pause, Hand back to Aria, Assigned to, Close and Reopen, acknowledge and resolve hand-offs, retry Aria |
| Staff with Inbox View | Read every conversation in your locations, mark read or unread and open saved views |
| Staff without Inbox access | The Inbox item is hidden in the sidebar |
Approve reply and Dismiss draft need Approve Aria replies, on top of Inbox access.
Owner-only, even for Staff with View and change: the Aria: switch (Staff see it read only, for example "Aria: Autopilot"), Use a WhatsApp template, the Lead score, and the lead decisions Move to Inbox, Back to Intake and Not a lead.
Staff see conversations only in the locations their Owner gave them.
Possible issues and fixes
The reply box and buttons are missing
Symptom: You can read conversations, but there is no composer and no Take over. The page says "View only. Ask your Owner for access."
Why: Your Owner gave you Inbox View only.
Fix: Ask an Owner to set your Inbox access to View and change in Settings → Team & roles.
How to check: After reloading, the composer and Take over appear.
A button says "Owner access is required." or "Ask your Owner for access."
Symptom: You select a button and it is refused. Nothing is saved.
Why: The page was open from before your access changed, or the action is Owner-only, such as a lead decision.
Fix: Reload the page. If the button is still there and refused, ask an Owner to do it or to change your access.
How to check: After reloading, only the buttons you can use are shown.
I can see the draft but can't approve it
Symptom: Aria's draft shows "View only. Ask your Owner for access." instead of Approve reply.
Why: Inbox access doesn't include approving drafts. That needs Approve Aria replies.
Fix: Ask an Owner to switch on Approve Aria replies for you in Settings → Team & roles.
How to check: After reloading, the draft shows Approve reply and Dismiss draft.
I can't send a WhatsApp template
Symptom: The composer says "Only the workspace Owner can send WhatsApp templates. Ask your Owner to send one."
Why: WhatsApp templates are Owner-only.
Fix: Ask an Owner to open the conversation and send the template.
How to check: The template message appears in the thread with a delivery mark.
