Private Assignment for Inbox Conversations
Marketing Marketing
Add a feature where assigned conversations become visible only to the assigned agent, similar to CRM lead ownership.
Current issue:
All team members can see and reply to all conversations, even after assignment.
This causes multiple replies on the same chat and no clear ownership.
Requested behavior:
Once a conversation is assigned:
Only the assigned agent can see and reply
Other agents cannot access it
Admins/supervisors still have full visibility
Agent name should be attached to the conversation for CRM syncing
Goal:
Prevent duplicate replies, enforce ownership, and align Inbox with CRM workflow.
Log In