Limit agents to their assigned contacts

By default every member can see every contact and conversation. To keep leads private to the agent who owns them:

1. Go to Settings → Team members.
2. Open the member’s permissions.
3. Switch off View all contacts.
4. Save.

That member now only sees contacts and conversations assigned to them — in the Inbox, Contacts, search and exports.

Make sure agents still get new chats

An agent with limited visibility won’t see unassigned chats. Assign new conversations automatically:

• With an automation: New Message Received or First Message from Contact → Assign Conversation → Round-robin. See Create an automation.
• Or have an admin assign chats manually from the Inbox. See Assign conversations.

Also show contacts with chosen tags

On the Business plan you can widen an agent’s view by tag — for example, the agent for Delhi sees their assigned contacts plus everyone tagged Delhi.

1. Go to Settings → Team members and open the member’s permissions.
2. With View all contacts off, under Also show contacts with these tags, pick one or more tags.
3. Save.

They now see contacts assigned to them, plus everyone with any of these tags. See also Hide customer numbers from agents.