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Keep Agents Focused on Their Own Chats

Agents now have a third view scope — Only their assigned chats — so you can give an agent the strictest possible inbox: they see only the conversations assigned to them, and nothing else.

The three view scopes​

When you invite an agent (or from the Team page later), you choose how much of the inbox they can see:

  • All conversations — they see every chat in the workspace, like the rest of the team
  • Assigned + unassigned (default) — they see their own chats plus the shared Unassigned queue, so they can pick up new customers
  • Only their assigned chats (new) — they see just the conversations assigned to them — no unassigned queue, and nothing belonging to other agents

When to use "Only their assigned chats"​

Pick this when an agent should focus strictly on their own customers and never browse the rest of the team's conversations — for example, outsourced reps, or agents who each own a specific set of accounts.

With this scope:

  • The Unassigned tab is hidden
  • They can't open, search, or reply to a chat that isn't theirs
  • New chats only appear once a manager assigns them

How to set it​

Set the scope in the Invite Member dialog when adding an agent, or change it any time from the View scope dropdown on the agent's row on the Team page. The agent picks up the change the next time they refresh or sign in.

Owners, admins, and managers always see every conversation — view scope applies only to agents.

Full details: Agent view scope.