User & Team Instructions
Understanding conversation visibility, roles, and team permissions
Conversation Visibility Flow
Manager
Sees ALL conversations
Team Lead
Sees team conversations + team members' conversations
Regular Staff
Sees own + unassigned team conversations
| Scenario | Manager | Team Lead | Staff |
|---|---|---|---|
| Assigned to Team Only (no staff) | All team members ✓ | ||
| Assigned to Staff Only | Same team only | Only assigned staff | |
| Assigned to Team + Staff | Team or staff's team | Only assigned staff | |
| Completely Unassigned |
How It Works
Conversation visibility is determined by a combination of user role, team membership, and conversation assignment. The system uses a hierarchical model where managers have full access, team leads can oversee their teams, and staff see only their assigned work.
Best Practice
For optimal organization, assign conversations to teams first, then to individual staff members. This ensures team leads can monitor progress while staff focus on their assigned conversations.
Team-Only Assignment = Shared Queue
When a conversation is assigned to a Team only (no specific staff), ALL staff members in that team can see it. This creates a shared queue where any team member can pick up the conversation. Once a staff member self-assigns, it becomes visible only to them (and team leads/managers).