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Understanding Team Inbox visibility scope

Team Inbox now shows only inbox-specific communication history. Full history is visible only through the contacts page.

Laarni D avatar
Written by Laarni D
Updated over a week ago

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:

  1. Navigate to the Contacts page.

  2. Search for and open the contact.

  3. View the full timeline, as long as the user has permission to access the contact.


Behavior summary

  1. Inbox view - shows activity routed through that inbox’s connected lines

  2. Contacts page - shows full contact history if the user has access

  3. Applies to - Team inboxes, personal inboxes, and fallback inboxes

  4. No settings to toggle. This behavior is applied by default across all accounts

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