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. Conversation between customers and this team member should not be shared between 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
Inside the edit team view, navigate to Conversation Access.
You have 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
Unassigned Team conversations
You need to turn the conversation access take-off to enable this permission level.
Just click the Turn This Off button under the conversation access menu.
Level 2: Conversation Assigned to Them only
In this case, users will only have access to conversations assigned to them. They can access or search for any other conversation.
To activate this permission level, select the permission level, then click on Turn This On button.
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.
Team members on the chat page will see these inboxes under Other Teams.
