User Settings: Granular/Custom User Access Level (Permissions)
Ahmad Eid
Business Problem:
The current role-based permissions structure (Agent, Manager, Admin) does not provide enough flexibility for organizations with complex operational workflows. Many businesses — especially those with multiple internal departments — require fine-grained control over what each user can view, edit, or do inside the platform.
This leads to risks such as accidental customer replies, unauthorized data edits, or exposing sensitive information to users who should not have access.
Desired Outcome
- Introduce a granular permission system that allows workspace admins to customize access levels per user or per role. This should include the ability to enable or disable specific actions, modules, or permissions, such as:
- Access to Dashboard, Contacts, Messages, Snippets, Users & Teams (but not Workflows or advanced settings)
- Read-only access to conversations
- Restricting ability to reply to contacts
- Restricting ability to send files, surveys, or voice notes
- Allowing comments only for inter-team collaboration
Use Cases
- Multi-Team Operational Workflows
Some customers (e.g., online stores) have an operations team that reviews cases internally.
The desired flow:
- Customer care assigns a contact to the operations team
- Operations team reviews history
- Leaves internal comments
- Contact is returned to the agent
However:
- The operations team should not reply directly to the customer
- Replies must be text-only for some agents
- Operations team should have limited permissions (no surveys, no attachments, no voice notes)
- Restricting Access to Sensitive Contact Fields
- Currently, contact fields marked as hidden are only collapsed behind a dropdown — but are still accessible and editable.
- Organizations need stronger control over field visibility to protect internal or confidential data.
- View-only fields: Users (at least agents) should be able to see certain fields but not edit them.
- Fully hidden fields: Some fields should be completely invisible to certain roles (not displayed anywhere in the interface).
This is important for companies storing sensitive customer data (financial info, internal IDs, CRM-synced fields, etc.), where only a subset of users should have access or edit rights.
N
Nabilah Binti Salleh
Merged in a post:
Additional fields with viewing/hidden permissions only
Agust N Ignacio Palomo
Contact fields, when set as hidden, are only hidden behind a drop-down, and you can still access them to modify them, but you would need one of the following two functions:
- Fields with visibility only without editing permission (at least for the agent role).
- Fields that can be completely blocked from being accessed, without the possibility of seeing them in the interface (at least for the agent role).
Adil Khan
Please add team-scoped manager visibility so managers can view only their team’s messages and contacts rather than the entire workspace; include a permissions tab to choose access scope (Full workspace vs Tagged team(s)), and introduce one additional role level between User and Manager (e.g., Supervisor/Team Lead) for finer access control and approvals.
J
Joe Chen
We need to have agent setting level can view contact list base on team setting and broadcast message also available on agent setting or we can set additional layer permission between agent and manager.
Rosario Honorato Saxton
For compliance, it is urgent that users can be profiled so that they handle only the customer information that corresponds to them. And you can grant different permissions for each profile
N
Nabilah Binti Salleh
Merged in a post:
Restrict fragment visibility by sales team
O
Orthopro Adm
I would like to be able to find an option that allows me to decide which fragments each user or sales team has access to.
HQ_H.Manager Bopha
yes i strongly request it
Jay Lim
We need this too
Rocio Tardá
I really need this feature! It is very useful
Y
Yihui Chan
marked this post as
open
Y
Yihui Chan
Merged in a post:
Restrict Manager to view message which assigned to other team
E
Edward Wong @Octotech Consultant Limited
Need to add the "Restrict Contact Visibility" option on Manager role.
Sleekflow have this feature which help the enterprise on data Governance. With this option, users have benefit for it.
- Teams have their own conversation which not to worry about confidential message leak to other team.
- Easier to create a Manager role for IT department to use, which the IT deparment will have right to manage the platform without able to see user's message.
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