Dec 15, 2020
Admins will now have the ability to control the visibility agents have on chat transcripts. They can choose from one of the following three settings for an agent:
- Self - Allow agent to access only chats that he/she participated in
- Department - Allow agent to access only chats from the department(s) he/she is a part of
- All - Allow agent to access all chat transcripts
Existing agents will continue to see all chats until this permission is set by the admin. This feature is available on Scale plan and above.