Team Inbox Visibility scope
This feature defines what users see when accessing contacts through Team or Personal Inboxes. When a contact is opened from an inbox, only the activity—such as calls, texts, appointments, notes, and system events—routed through that specific inbox’s connected lines will appear.
To view the full communication history across all inboxes and lines, users must go to the Contacts page and search for the contact there.
What admins should know
No configuration is required to enable this behavior. Admins should factor this into training and help users understand that inbox views are limited to activity relevant to their inbox lines.
Admins, supervisors, or users who need complete context should use Contacts > Search Contact to view the full communication thread.
What agents will see
When using a Team or Personal Inbox, agents will only see communications routed through the inbox’s associated lines. This helps keep threads focused on relevant conversations.
To access all communications tied to a contact, users can:
Navigate to the Contacts page.
Search for and open the contact.
View the full timeline, as long as the user has permission to access the contact.
Behavior summary
Inbox view - shows activity routed through that inbox’s connected lines
Contacts page - shows full contact history if the user has access
Applies to - Team inboxes, personal inboxes, and fallback inboxes
No settings to toggle. This behavior is applied by default across all accounts