Control what conversations each team member can access.
Why do I need to control access to conversations?
There are several reasons for deciding what conversations your team can access. Here are a few:
Information should not be shared between teams: let's say you have a payment collection team. Conversations between customers and this team member should not be shared among all members of the Organization.
Information should not be shared between users: As a sales team manager, you may want to restrict access to leads to the assigned team member. In this case, you can grant permission for sales team members to access their conversations only.
How to configure team permissions?
Go to Account Settings → Teams → Then select the team you want to edit and click the pencil icon
Inside the edit team view, navigate to Conversation Access.
Choose from the 4 levels of permissions:
Level 1: This is the default permission level: all members of the team will have access to their conversations, bot conversations, team Conversations, and unassigned team conversations
Level 2: Conversation Assigned to Them only: In this case, users will only have access to conversations assigned to them.
Level 3: Conversation Assigned to the team only: Under this permission level, members of the team will have access to: their conversations, team conversations, unassigned team conversations, and they don't have access to bot conversations.
Level 4: All conversations assigned to any set of specific teams. In this level of permission, you can give users the ability to access conversations for their teams and other teams that they don't belong to. Just select the team from the drop-down menu.
Click Save
Team members on the chat page will see these inboxes under Views.