Inbox access available to Inbox roles(Agent/Supervisor/Admin)

Based on the permission you want to provide, you can add Inbox Admin/Agent/Supervisor roles by following these steps.

Following features are available for Inbox Admin/Supervisor/Agent roles :

Module	Inbox Agent	Inbox Supervisor	Inbox Admin
Live chats
Chats assigned to the current agent	✔️	✔️	✔️
Chats raised in a particular group (with a Supervisor assigned to that group)	❌	✔️	✔️
Chats raised in all groups	❌	❌	✔️
All the Inbox Settings	❌	❌	✔️
Email tickets
Creating a manual ticket	✔️	✔️	✔️
Tickets assigned to the current agent	✔️	❌	✔️
Tickets raised in a particular group	✔️	❌	✔️
Tickets raised in all groups	❌	❌	✔️
Knowledge Base
Reading articles [Published]	✔️	✔️	✔️
Create, Edit & Delete articles	❌	✔️	✔️
Publish, Unpublish articles	❌	✔️	✔️
Monitor & Analytics
Chats & tickets data assigned to current agents	✔️	✔️	✔️
Chats, Tickets & Agents data for a particular group	❌	✔️	✔️
All chats, tickets & agents performance data	❌	❌	✔️
Contacts
Create, Read, Update, and Delete contacts	❌	✔️	✔️

note

Agent permissions:

In both Chat and Email tickets, agents will not have the ability to:

Update ticket details of other agents or unassigned tickets.
Send messages on other agents or unassigned tickets.
Transfer tickets assigned to other agents or unassigned tickets to other agents.
Assign tickets that are either assigned to other agents or unassigned.
Perform any other ticket-related updates on tickets not assigned to them or unassigned tickets.

Group supervisor permissions:

In both Chat and Email tickets, agents with Group Supervisor access can: