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Inbox

Last Update 7 giorni fa

Who can see your inbox and conversations Shared Drafts: reply to a conversation together

Who can see your inbox and conversations

Each inbox in tawk.to has an owner and a visibility setting. Together they decide who can see the inbox, who can reply to its conversations, and who can change those settings. This article explains both, and how to give a single conversation its own audience.

Before you start

You can set an inbox's access when you connect it, or at any time afterwards. To change it later you must be the inbox's owner, or an admin when the property owns the inbox.

Who owns an inbox

An inbox is owned either by a person or by the property.
  • Owned by a person : usually the member who connected it, or anyone chosen through Transfer ownership. They control the inbox. Admins don't, unless they're the owner.
  • Owned by the property : the shared case. Any property admin manages it.
Inboxes that existed before access control was introduced are owned by the property and visible to all members, so nothing changed for your team on day one.

Who can see this inbox?

Pick one of four options:
  • Private: only the owner can see the inbox and its conversations.
  • All members: everyone in the property can see the inbox and reply.
  • Departments: only members of the departments you choose.
  • Selected members: only the members you choose.
Choosing Private or Selected members makes you the inbox's owner.
How to change who can see an inbox
  1. Log in to your tawk.to account.
  2. Select the correct property.
  3. Click Administration on the left navigation bar.
  4. Click Integrations, then open the channel - for example Email.
  5. Find the inbox and click Edit.
  6. Under Who can see this inbox?, choose an option.
  7. Click Save.
If the options are greyed out, you're not the inbox's owner. The tooltip names who can change it.
What you can do with an inbox you don't own
You can still open the inbox's settings and read them, and if it's shared with you, read and reply to its conversations. You can't rename it, change who can see it, transfer it, or disconnect it.
Sharing a single conversation
By default every conversation follows its inbox - shown as Same as inbox. You can give one conversation its own audience instead, which can be wider or narrower than the inbox's:
  1. Open the conversation.
  2. Click the sharing control in the conversation header, or the Visibility column in the conversation list.
  3. Choose who should see this conversation.
Only the inbox's owner - or an admin when the property owns the inbox - can change this. Being listed under Departments or Selected members lets you read and reply, not change the audience.
Changing an inbox's visibility never overwrites a conversation you've set separately.

Transferring ownership

  1. Open the inbox's Edit screen.
  2. Under Transfer ownership, choose a member, or Property to hand it to the whole property.
  3. Click Save.
When someone leaves your property
When an inbox owner is removed or disabled, the inbox passes to the property and that person is removed from every access list. Who can see the inbox stays as it was a shared inbox stays shared.
What happens to the connection depends on the channel:
  • Email: the inbox is disconnected, because it ran on that person's mailbox.
  • [Upcoming] Facebook Messenger and Instagram: disconnected, because the connection uses that person's access to the Page.
  • [Upcoming] SMS, Telegram and WhatsApp: stay connected, because the credentials belong to the business, not the person.

Notes 

  • An admin has no automatic access to an inbox owned by another person. This is deliberate: a personal mailbox stays personal.
  • If you choose an audience that excludes you, you lose access to that conversation.
  • Assigning a conversation to someone only works when that person can read it.
Additional considerations
  • Which channels this applies to - email first; SMS, Facebook Messenger, Telegram, WhatsApp and Instagram follow in a later release. Live chat and tickets keep their existing permissions.
  • Mobile and desktop apps don't show these controls yet. The rules still apply to what you can open.
  • Notifications already sent can't be recalled if access changes afterwards.
Learn more / Related guides
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