Summary
Add an option to restrict an agent's conversation visibility within an inbox to only the conversations assigned to them and/or conversations with specific labels/tags.
Current Behavior
When an agent is added as a member of an inbox, they have full visibility over all conversations in that inbox, regardless of assignment. The "Mine" filter is a UI convenience — it does not enforce access control at the data level.
Desired Behavior
A per-inbox (or per-agent) setting that enforces one or both of the following visibility scopes:
- Assignment-based restriction — the agent only sees conversations where
assignee = themselves. Conversations assigned to other agents or unassigned are hidden.
- Label/tag-based restriction — the agent only sees conversations that carry one or more specific labels (e.g.,
luzia, support-tier-1). Useful for routing specific topics to specific agents.
These two modes should be combinable (e.g., "only show conversations assigned to me AND tagged as ai-best").
Use Case
A team with multiple agents shares a single high-volume inbox (e.g., a WhatsApp inbox with 200+ daily conversations). Each agent should only see their own queue to avoid confusion, accidental replies on someone else's lead, and information leakage between agents handling different accounts or products.
Suggested Implementation
- Add a
visibility_scope setting on InboxMember (or a new InboxMemberPolicy model):
all (default, current behavior)assigned_onlylabel_filter: string[]
- Enforce at the query level (not just UI filter) so agents cannot bypass via API.
- Admins and supervisors retain full visibility regardless of policy.
Impact
Medium — affects multi-agent teams sharing inboxes. Does not break existing behavior (default remains all).
Reported by a production team using evo-ai with 7 agents on a shared WhatsApp inbox. Diagnosed via API: agents added to an inbox can read all 236 conversations even when only 0 are assigned to them.
Summary
Add an option to restrict an agent's conversation visibility within an inbox to only the conversations assigned to them and/or conversations with specific labels/tags.
Current Behavior
When an agent is added as a member of an inbox, they have full visibility over all conversations in that inbox, regardless of assignment. The "Mine" filter is a UI convenience — it does not enforce access control at the data level.
Desired Behavior
A per-inbox (or per-agent) setting that enforces one or both of the following visibility scopes:
assignee = themselves. Conversations assigned to other agents or unassigned are hidden.luzia,support-tier-1). Useful for routing specific topics to specific agents.These two modes should be combinable (e.g., "only show conversations assigned to me AND tagged as
ai-best").Use Case
A team with multiple agents shares a single high-volume inbox (e.g., a WhatsApp inbox with 200+ daily conversations). Each agent should only see their own queue to avoid confusion, accidental replies on someone else's lead, and information leakage between agents handling different accounts or products.
Suggested Implementation
visibility_scopesetting onInboxMember(or a newInboxMemberPolicymodel):all(default, current behavior)assigned_onlylabel_filter: string[]Impact
Medium — affects multi-agent teams sharing inboxes. Does not break existing behavior (default remains
all).Reported by a production team using evo-ai with 7 agents on a shared WhatsApp inbox. Diagnosed via API: agents added to an inbox can read all 236 conversations even when only 0 are assigned to them.