Force team inbox to respect agent visibility settings
Each team inbox includes a visibility setting that controls whether agents see only the conversations assigned to them or all activity in the inbox.
When you enable Force this team inbox to respect agent visibility settings, the inbox filters conversations, inbound call routing, and email notifications based on each agent's individual visibility level.
Admins manage this setting per inbox, so it can be active in some inboxes and off in others.
Enable the settings
To turn on the setting for a team inbox:
Open the Visibility tab.
Toggle Force this Team Inbox to respect agent visibility settings.
Review the table of each agent’s visibility level (e.g., Owned only, Team-owned only).
Click Save.
Once saved, the setting takes effect immediately. Agents will only see conversations tied to their assigned visibility level, so they won’t have access to messages outside their scope.
Calls from restricted contacts will no longer ring on their devices, and email notifications will only be sent if the contact is within their visibility.
Supervisors and admins, however, continue to have full access to all conversations, calls, and notifications.
How it affects agents
Once enabled, the inbox applies each agent's visibility level across three areas. The following behavior changes automatically, with no action required from agents.
Conversations - Agents see only the conversations tied to their assigned visibility level. Conversations outside their scope are hidden.
Inbound calls - The system does not route calls from restricted contacts to agents who lack visibility into those contacts.
Email notifications - Agents receive email alerts only for contacts within their visibility level.
How it connects with other tools
This setting brings the team inbox in line with the same contact visibility rules applied across the platform. It strengthens data controls and segmentation, which is especially important for enterprise accounts. It also integrates smoothly with existing routing logic in inboxes and respects admin permissions.
Key configuration details
Where to find it - The visibility setting is located in the Visibility tab of each team inbox, along with a reference table showing agent visibility levels. Changes take effect as soon as they’re saved.
How it works - Conversations, calls, and email notifications are automatically filtered based on each agent’s access.
Who has full access - Supervisors and admins continue to see all conversations, calls, and notifications.