Access Levels: Restrict To Specific Channels
N
Nabilah Binti Salleh
Merged in a post:
Per‑channel visibility: assign a channel to one or multiple selected agents and hide it from others
P
Philip Pammler
We need the ability to make a specific messaging channel visible only to one or a small group of selected agents, while other channels remain shared for the team.
What we want
- Allow per‑channel visibility settingsinstead of only global workspace/team visibility.
- For a selected channel (e.g. a specific email address or WhatsApp number), we want to:
- Assign
all conversations from that channel to one or multiple specific agents
(using routing/Workflows or a simple setting), and - Make those conversations
visible only to those selected agents (and admins)
, so they do not
appear in other agents’ inboxes or search.- Other channels in the same workspace should still work as shared channels, where multiple agents can see and handle conversations together.
Why this is important
- Some channels are personal or sensitive(e.g. a founder’s personal email address) and should be handled only by one person or a small trusted group.
- At the same time, we want to collaborate on other channels(e.g. main support email, WhatsApp) in one workspace.
- Current visibility options (user‑only vs team/everyone) apply to all conversations, so we can’t mix private and shared channels in a single workspace.
Benefit
- Cleaner setup: one workspace for all channels.
- No need for extra workspaces or complicated workarounds just to keep one or two channels private.
- Better privacy and clearer ownership for specific channels while keeping team collaboration possible on others.
F
Faisal Matari
Any update ??
N
Nabilah Binti Salleh
Faisal Matari: Hi, thank you for following up.
While we don’t have a release date to share at this time, we’ll be sure to post an update here once there’s progress, thank you for your patience and continued interest!
F
Faisal Matari
This feature is completely necessary. Do you have an approximate time for release?
N
Nabilah Binti Salleh
Faisal Matari: Hi, thank you for following up.
We completely understand how valuable this feature would be for managing agent permissions more effectively. While we don’t have a release date to share at this time, our team is actively reviewing access control improvements as part of our roadmap.
We’ll be sure to post an update here once there’s progress, thank you for your patience and continued interest!
C
Carlos Perez
This feature is completely necessary. Do you have an approximate time for release?
N
Nabilah Binti Salleh
Carlos Perez: Hi, thank you for your feedback! We understand how important this feature is for assigning specific channels to users. While we don’t have an exact timeline to share at the moment, we’ll keep you updated as soon as there’s progress.
We appreciate your patience and input—feel free to share any specific use cases that would help us better understand your needs!
M
Michelle Scarborough
This is very important to have, in order to assign specific channels to users, when do we have it?
N
Nabilah Binti Salleh
Michelle Scarborough: Hi, thank you for your feedback! We understand how important this feature is for assigning specific channels to users. While we don’t have an exact timeline to share at the moment, we’ll keep you updated as soon as there’s progress.
We appreciate your patience and input—feel free to share any specific use cases that would help us better understand your needs!
A
Admin CRM
It is worrying that lately, when I have requested a solution to a specific issue with the operation of the platform, the answer is that they do not have this option and do not provide alternatives, or even worse, the need for a function is evident and we are going for a year and it is not even in the process of implementation. There is evidence of a low quality of service, in response to new requirements, based on new features or improvements detected and reported to Respondio.
A
Admin CRM
It's a long time, so that we don't currently have a solution, we're talking about almost 10 months
A
Admin CRM
You refer me to a link, where they request the same thing that I require, and still no solution? according to what I can see this request was made since January? and still no solution, is that so, or did I misunderstand?
Respond Ostengo
Very necessary
玖鼎值班 姗姗
want this function，because we have many department
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