Not every agent should be able to create or reply to side conversations. This EAP introduces the ability to disable side conversation creation and replies for custom roles.
This functionality can be useful if you, for example, have multiple tiers of agents and only the more advanced tiers need to be able to reach out to external partners as part of the escalation process. Setting up the tier 1 agents with a role that doesn't have permission to create or reply to side conversations will prevent them from sending emails to anyone outside of the tickets they're working on and will help keep them focused on their tasks by not presenting a new tool to work with.
Note: custom roles are only available in the Enterprise plan.
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