Give each agent the right access and the right conversations
Decide what your agents are allowed to do, whose conversations they can see, and who handles what. Nobody wastes time in the wrong inbox, and sensitive actions stay with the people you trust.
This is for you once more than one person answers your messages. It covers privileges, supervisors, and every way a conversation can reach a named agent.
Step by step
Decide what agents can do
Open Settings > Admin > Agent privileges. This is where you configure what agents are allowed to do in the panel, so set it before you invite people rather than after.
Decide what agents can see
Turn on Settings > Miscellaneous > Hide conversations of other agents if each agent should only see their own conversations. Leave it off when your team works as one shared inbox.
Appoint a supervisor
Go to Settings > Admin > Supervisor and enter the ID of the person who needs extra privileges. The supervisor must be an administrator. For more than one, enter their admin IDs separated by commas.
Assign a conversation by hand
Use the agents menu on the right side of the conversations area to assign a conversation to a specific agent. It appears automatically once queue or routing is switched on. To move several at once, select multiple conversations and assign them together.
Let assignment happen on its own
An agent can also be set by a chatbot Q&A set data action, by flow actions, by queue or routing, by Settings > Chat > Agents menu so the user picks an agent before starting, by Settings > Automations > More, by the JavaScript variable var SB_DEFAULT_AGENT = ID; on your page, or through the API.
Settings reference
| Setting | What it does |
|---|---|
| Agent privileges | At Settings > Admin > Agent privileges, sets what your agents are allowed to do in the panel. |
| Supervisor | At Settings > Admin > Supervisor, names an administrator who gets extra privileges; several admin IDs can be entered separated by commas. |
| Hide conversations of other agents | At Settings > Miscellaneous, limits each agent to their own conversations instead of the whole inbox. |
| Agents menu | At Settings > Chat > Agents menu, lets the user choose an agent before the conversation starts. |
| More | Under Settings > Automations, one of the ways an agent can be assigned to a conversation automatically. |
Good to know
A supervisor has to be an admin
The Supervisor field only accepts administrators. If the person you have in mind is an agent, they cannot be made a supervisor as they are.
Several supervisors are allowed
Enter the admin IDs separated by commas. There is no need to pick one person.
The agents menu appears on its own
The menu on the right side of the conversations area shows up automatically when queue or routing is on. If you cannot see it, that is the reason to check first.
Bulk assignment saves a lot of clicking
Select several conversations in the list and assign them to an agent in one go from the agents menu.
Assignment has many sources
A conversation can get its agent from a chatbot Q&A, a flow action, queue or routing, the agents menu, an automation, a page variable or the API. When an agent turns up on a conversation unexpectedly, one of those set it.
Common questions
Where do I change what an agent is allowed to do?
Can I stop agents seeing each other's conversations?
Can I make one of my agents a supervisor?
Why can't I find the agents menu?
Can a visitor choose which agent they speak to?
Can I assign more than one conversation at a time?
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