Currently, no. All agents on the platform can view and reply to every Live Chat conversation by default. There are no role-based access restrictions for chat visibility or assignment.

👥 What This Means

• All agents see all chats: Any team member with agent access can open, reply to, or transfer conversations in the Inbox.
• No private chat view: You cannot restrict visibility by department, team, or assigned user.
• No reply-level permissions: There are no controls to make chats "read-only" or restrict who can respond.

🔄 Are There Any Workarounds?

While direct access control isn't supported, you can use:

• Tagging and filtering: Group chats by topic or team using tags (e.g., “Billing,” “Tech Support”) to help agents focus on relevant conversations.
• Assignment workflows: Agents can assign chats to themselves or others, helping manage ownership (though visibility remains open).
• Agent training: Encourage best practices around chat ownership, so agents don’t reply to unassigned threads.

🚧 Limitations to Keep in Mind

• No “private queue” or department-based chat routing
• No restrictions by channel (e.g., WhatsApp vs. web chat)
• No audit logs for who viewed a conversation (only for replies or assignments)

📅 Coming Soon?

Role-based access for chats is a frequently requested feature. You can:

• Submit a feature request to our product team
• Contact support to explore custom solutions or integrations

📚 Related FAQs

• How do I assign chats to specific teammates?
• What permissions do agents and admins have?
• How do I organize conversations using tags?