Applies to: Channels using a role with the “Followed or assigned chats” permission
We’re changing how the left-side menu in the Inbox is displayed for team members whose role has the “Followed or assigned chats” permission enabled.
Going forward, team members will only see information related to chats they are actually assigned to or following.
Previously, team members with this permission could not open chats assigned to other team members, but they could still see the latest message from those chats in the chat list. With this update, even this information will no longer be displayed, helping team members focus on the chats assigned to them, especially for channels that manage chats separately by branch or store.
■ Effective Date
September 17, 2026 (Thu)
■ What’s Changing
If the “Followed or assigned chats” option is enabled in your Inbox permissions:
Before
The left side of the Inbox displayed menus for all chats.
The latest message from chats you were not assigned to or following could be viewed in the chat list.
After
The left side of the Inbox will only display menus for chats you are participating in. The following items will no longer be displayed:All, ALF, ALF Marketing, Unassigned, Queued, Assignee, Service, and Chat Tags
You will still be able to view your name tab, Unread, Bookmarks, My Sessions, and Scheduled Messages.
No Change
You can continue to open new chats as before.
In the details panel on the right side of the Inbox and the Chat List in the customer profile, chats you are not participating in will still be displayed, but you will not be able to open or view their contents.
■ Example
(Left) Before → (Right) After
◼︎ How to Check This Permission
[Channel Settings] → [Teammates] → [Role] → Select a role → Inbox → “Followed or assigned chats”
■ No Action Required
There’s nothing you need to do. Your role permissions and chat data will remain unchanged. Only the scope of the menus displayed in the Inbox will change.
If you have any questions about this update, please feel free to contact us through Channel Talk.