Is there any access control for agents in Live Chat?

Can I restrict which agents can view or reply to Live Chat conversations?

Warning : Role-based access restrictions for chat visibility or replies are not supported. All agents can view and reply to every Live Chat conversation.

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