Feature: update Conversation visibility to support Agent Group
Added
-
Conversation Visibility by Agent Group:
- Enhanced the Conversation Visibility settings under Live Chat to support visibility based on Agent Groups.
- New options allow fine-grained control over what conversations Live Chat Agents and Supervisors can access based on their group memberships:
- Assigned to me
- Assigned to me or unassigned
- Assigned to me or my groups
- Assigned to my groups only
- Assigned to my groups or unassigned
- Assigned to me or to my groups or unassigned
Improved
- Enables flexible multi-team structures by isolating conversation access per agent group.
- Prevents supervisors or agents from accessing conversations outside their scope of responsibility.
