Custom Permissions for Unassigned Conversations
Y
Yong Qi
Would like to request more granular permission controls for Unassigned conversations.
Currently, when a conversation is in the Unassigned tab, all user roles (including Staff users) are able to:
- View the conversation.
- Reply to the customer.
- Assign the conversation to themselves or other users.
For the operational workflow, would like to restrict these capabilities based on user roles. Specifically, would like administrators to have the flexibility to customize what Staff users are allowed to do with unassigned conversations.
Suggests adding configurable permissions, such as:
- Allow/Deny viewing Unassigned conversations.
- Allow/Deny replying to Unassigned conversations.
- Allow/Deny assigning or reassigning Unassigned conversations.
- Allow/Deny taking ownership of an Unassigned conversation.
This would allow organizations to better control conversation ownership and prevent Staff users from accessing or responding to conversations that not authorized to handle.
Use Case:
Would like only designated users (e.g. Admins or Team Admins) to have access to the Unassigned tab and perform assignment actions, while Staff users should only be able to access conversations that have been assigned to them or their team.
Having customizable permissions for the Unassigned tab would provide better access control, improve operational management, and reduce the risk of unauthorized users viewing or responding to customer conversations.