Target: Channels using inbox permissions where chats are assigned to agents or followers.
How to Check Permissions:Go to [ Channel Settings] → [Teammates] → [Role], then select the relevant role to view its inbox permissions.
We would like to inform you in advance of an upcoming change: opening new chats will no longer be restricted when the inbox permission is assigned to an agent or follower.
Change Date: Friday, April 11, 2025
Changes for chats assigned to agents or followers
Before Change
After Change
Cannot open new chats
Managers cannot initiate chat conversations or make outbound calls to customers.
Can open new chats
Managers will be able to initiate chat conversations and make outbound calls to customers.
※ However, managers on the free plan or with the operator seat turned off will not be able to open new chats, regardless of their permissions. (No change from the current policy.)
This change will be applied automatically without the need to modify role settings. If your team has been restricting new chats, please review your internal chat process.
For more details on roles and permissions, please refer to the guide. (→ View Role Guide)
If you have any questions about this update, feel free to contact the Channel Team.