A common issue is a user who has a role higher than Agent only being able to see the same things as an agent.

You might have made someone an admin in Users & Workspaces > Users but they report to you that they can only see their own conversations and data.

This is usually because they have been restricted to the Agent role in a Workspace. This allows you to have a user as an agent in one Workspace but a higher role in another. However, this sometimes can cause confusion.

If you have a user who should be able to see more than they can, you can follow these steps:

  • Go to Users & Workspaces > Choose Workspace

  • Check if you can see this next to the user name

  • Change their role to the correct one

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