For example, let’s say that you have multiple tiers of agents, and only the more advanced agents need to be able to reach out to external partners as part of the escalation process. Creating a custom role for lower-level agents that doesn't include side conversation permissions prevents them from sending emails to anyone outside of the tickets they're working on. This helps them stay focused on their tasks by not presenting a new tool to work with.
For more information about working with custom roles, see Creating custom roles and assigning agents (Enterprise).
This article includes these section:
Disabling side conversation permissions for custom agents
To prevent agents with custom roles from starting and replying to side conversations, you need to disable the Can start side conversations permission (you must be an administrator). Otherwise, all agents are able to start and reply to side conversations.
Disabling this setting doesn't change an agent's ability to see all of the side conversations on a ticket. There is no setting that restricts the visibility of side conversations to certain agents.
To disable side conversation permissions for custom agents
- Click the Admin icon () in the sidebar, then select Manage > People.
- Click roles.
- Click Edit to open the custom role for editing.
- Scroll down to the the Agent
section, and then disable Contribute to side
- Click Save.