Hello,
I was wondering how to have it so only super admins can assign conversations from the inbox to CSR or Sales reps. This is to prevent them from going in after hours and taking conversations that could be potential sales.
Hi @VNicolai,
Currently inboxes don’t allow for this level of granularity when it comes to permissions, unfortunately:
I just tested if the ‘Communicate’ user permissions affect inbox access – unfortunately they don’t. Even with ‘Communicate’ permissions restricted to owned records only, users can still reply to conversations in an inbox they have access to.
If you want to prevent this from happening, you would have to restrict inbox access altogether and assign contacts to sales reps. They would then communicate from the contact record, not the inbox.
Additionally, you upvote this existing request: https://community.hubspot.com/t5/HubSpot-Ideas/Restrict-access-to-conversations-in-the-shared-inbox-similar-to/idi-p/419125
The product team reviews requests based on their popularity and upvoting will alert you when there are updates.
You can also make it easier for others to find this request by accepting my reply as a solution. I’d appreciate it, too.
Have a great day!