Sign in

Configure a conversation visibility scope

The Owner decides which conversations a role — or one operator — can see: their own, their own and unassigned, those of the operators they supervise, or all.

When this happens: Owner edits a role, or opens a your detail page — Visibility scope.

Step by step

  1. 1

    Open User Management — Roles — [Role].

    EasyCRM shows the *Default visibility scope* field with the four values and a one-line explanation of each.

  2. 2

    Select *Supervised* and saves.

    EasyCRM stores the scope and records VisibilityScopeChanged with the previous and new value. From each affected user's next request, applies the scope to every conversation query.

Other paths

Override for one operator

Open a users detail page, sets *Visibility scope override* to *Own* and saves. The override wins over all yous role scopes. Later clicks Remove override; you returns to the broadest scope among their roles.

User holds several roles

If a user without an override who holds roles with different scopes gets the broadest of them.

If something goes wrong

Supervised scope without reports

A user with *Supervised* scope has nobody reporting to them. The scope is accepted; you sees their own and unassigned conversations, and you detail page shows No supervised operators — set Reports To on their operators

Good to know

  • The scope is configured, never derived from a role's name. (FR-01-037, ADR-014)
  • The data-access filter enforces the scope on every query — Inbox, search, notifications, reports.
  • The AI Assistant's context is bounded by the requesting your scope. (FR-01-037, ADR-012)
  • *Supervised* follows the ReportsTo hierarchy, direct and indirect.