The following is the list of restrictions applicable to Agents:
- View Contact assigned to their Team and themselves
Agents with this restriction can only view Contacts who are assigned to themselves and their team in the Mine Inbox and Team Inbox. The agent won't be able to view unassigned Contacts and Contacts that are assigned to those who are not in their team.
- View Contacts assigned to themselves only
Agents with this restriction can only view contacts assigned to themselves in the Mine Inbox. The agent won't be able to view unassigned contacts and contacts assigned to someone else.
For agents with the above restriction, Contact views are accessible but they may not see the same Contact count as others if the view has Contacts they cannot access. The Contact view will only list the Contacts they are allowed to view.
Agents with this restriction cannot see the Shortcuts button in the messaging module. Hence, agents cannot initiate a Shortcut.