The visibility setting, “Force this Team Inbox to respect agent visibility settings,” can be configured in each team inbox (ring group).
When enabled, the inbox follows each agent’s visibility rules (e.g., owned only) rather than showing all activity.
This setting also extends to email notifications, inbound call routing, and live communication handling, ensuring visibility limits are applied consistently across workflows. It is managed per inbox, allowing admins to enable it selectively across different ring groups.
Why it matters
This setting helps teams maintain focus and data security by:
Preventing agents from viewing conversations outside their assigned access.
Blocking notifications and calls from restricted contacts.
Enforcing role-based access across inboxes, routing, and alerts.
Reducing clutter while supporting compliance in segmented accounts.
How admins can enable it
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.
What users need to know
Users don’t need to change any settings.
Once enabled, their inbox will only display conversations they have access to. Calls and email alerts from restricted contacts won’t reach them, creating a cleaner, more focused workspace without cross-team overlap.
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 ring groups 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.