In your Centralized Inbox, you have complete control over which of your staff are able to view conversations in your connected channels. Want to share access to the company Facebook page, but not your personal Gmail? We have you covered! This guide will show you how to manage permissions for individual staff members for each channel.

To get started, click on My Channels

You will be brought to your connected channels. From here, locate the channel for which you would like to edit permissions and click on the Shared Permissions drop-down

Under Shared Permissions, you will see your staff members. Click the drop down for the staff member you are editing and select a permission level. An individual staff member can be set to:

• Read/Write: This staff member can both read conversations in this channel and respond to customers
• Read Only: This staff member can read conversations in this channel, but can not respond to them
• No Access: This staff member will not be able to view conversations in this channel

This staff member’s permissions for this channel have been successfully changed! All that’s left from here is to repeat this process for each channel or each staff member until you have the permission levels set correctly.

FAQ

If my staff member is communicating with a client, but then the client reaches out through a channel that my staff member doesn't have access to, how can I help them continue the conversation?

In Command Center, staff are assigned channels rather than clients or conversations. For this reason, in the event this happens, you would need to grant that staff member permission to that channel to see those messages.

Who is able to connect or disconnect a channel?

All staff members are able to connect or disconnect channels. 

If I grant permission to a channel to a staff member, would they be able to see the full history, or only conversations going forward?

They would have full permission to the conversation history on that channel.

If I grant permission for a channel to my staff member for an inbox that I manage (Gmail, Yahoo, etc) and they respond to a customer, would it appear that response is coming from me?

Yes, it would come from the same “from” email that inbox normally uses.