We’ve added a new role permission that allows agents to access unassigned chats.

✨ How it works

Agents with this permission will be able to see:

• Chats assigned to them

• Chats not assigned

⚠️ They will not see conversations assigned to other agents.

💡 Why it matters

This feature helps companies that want to:

• Prioritize speed of response by giving agents flexibility to pick up new chats as soon as they arrive.

• Protect privacy by ensuring agents don’t have visibility into conversations assigned to others.

⚙️ How to enable it

1. Go to the Roles page.

2. Create a new role.

3. Under Chat access level, select “My Chats + Unassigned Chats”.

Any questions, feel free to reach out to our support team.