NetHunt integrations allow us to connect popular messengers and chatbots to the CRM system in order to conveniently communicate directly in the CRM interface. But there are cases when we need to differentiate between our team's access to a particular messenger, chatbot, Instagram business page, so that certain users can, for example, only read a certain chat and not be able to respond to it, or vice versa.
General role permissions for Chats section
In the role permissions management, you can choose what kind of access to the section the role as a whole will have. There are currently three options available:
Access chats - this setting enables or disables the section for the role.
Connect new Business chats - this setting allows the role to independently connect business chats or pages to the section.
Connect new Personal chats - this setting allows the role to independently connect personal messengers to the section
If these settings are enabled for a role, then the user in this role can have access and permissions to connect messengers. If any of the settings is disabled, the role will not have this permission. This distribution allows you to flexibly configure the required access levels for users. For example, “role 1” has only access to the chats section, but does not have the ability to independently connect new integrations. And a separate “role 2” can have both access to the chats section and the ability to connect new integrations.
Individual messenger settings
In addition to setting up general permissions for the Chats section, you can also configure access levels for each connected messenger or business page separately. To do this, open the Chats section in the settings:
Each connected chat offers the possibility of personalized customization, where you can define roles and access levels separately for each user, creating a unique space for communication:
There are currently three options for personalizing your chat settings:
Full access
Read-write
Read-only
💡 For ease of use, each parameter has notes that fully describe its capabilities and limitations:
To add a role or a specific user to the chat settings, select the “+” next to the desired permission:
Roles and users on the same chat can have different access levels:
This feature provides precise control over access to chats, allowing you to flexibly configure permissions for each user individually or for the entire role and all users added to it.
❗️1. The workspace Admin has full access to the Chats section by default, as well as full access to all connected messengers and all connected business pages.
❗️2. Granting a user or role access to the chat does not imply direct personal interaction. Replies to messages are sent on behalf of the business page or on behalf of the connected personal messenger.
Let's take a look at chat organization and conversation management
The Chats section in NetHunt CRM not only allows you to manage customer messages in a centralized manner, but also to flexibly control access, assign responsible managers, and set rules for distributing conversations among team members.
Designated managers in charge of chat rooms
You can use “designated managers”—users who are directly responsible for managing conversations, which aligns chats with the workflow for handling tasks.
To change the person in charge, click on the assigned participant in the conversation—a new “Manage Assignees” dialog box will open. The selection tool will display only those users who have access to this chat:
Automatic assignment: Users are automatically assigned as participants as soon as they send a message in a conversation.
Currently, any user can manage assigned participants without any special access restrictions.
Automatic distribution of new chats
In the chat settings, you can set up automatic distribution of new conversations among managers.
To enable this feature, check the “Automatic Assignment” box next to the desired users or roles under the “Full Access” and “View - Record” permission levels.
New conversations will be distributed among the selected managers on a rotating basis (taking weekends into account).
If you select only one user, they will act as a dispatcher and manually distribute chats among other employees.
💡Please note: Automatic assignment is disabled by default and must be configured manually. This feature is not available to users with “View Only” roles.
Chat visibility settings
To help managers focus on their tasks, you can use visibility permissions. This setting controls which conversations users with “View & Edit” or “View Only” permissions can see. There are three options available:
See all conversations.
See own (assigned) conversations only
See own and unassigned conversations only
💡Please note: Users with “Full Access” permissions can always view and access all conversations, even if they haven't been assigned to them.
Chat status notifications
Notifications about changes in conversation status are similar to task notifications. Designated participants will receive notifications via browser pop-ups and email in the following cases:
Added to the conversation (manually or automatically).
Removed from the conversation.
Conversation closed.
Conversation reopened.
New message received.
Notifications of new messages
The manager assigned to handle the conversation will be notified of every new message from the customer.
How new message notifications work:
They appear exclusively as pop-up notifications in your browser (to avoid email spam).
They do not appear in the notification center alongside other system notifications.
They do not appear if you already have that specific conversation open.
Turn off notifications for specific conversations
If you are a designated participant in a conversation that you are simply observing, you can turn off notifications for that specific chat. This will stop you from receiving notifications about new messages in that conversation, but other important notifications (such as when the chat is closed) will still be sent.
This setting applies only to you and the selected conversation.
You can find the “Mute conversation" toggle in the conversation's actions menu.
A corresponding indicator (a crossed-out bell) will appear in the chat list and on the timeline if notifications are turned off.
💡Please note: Audio notifications are currently unavailable, but we’ve built a solid technical foundation for this feature so we can roll out new capabilities more quickly in the future. That’s why some features aren’t available in this release. However, we’re continuing to improve this section, and this feature will be available soon.
Mass actions involving conversations
You can select multiple chats at once from the list to perform batch actions on them using a special toolbar. This allows you to quickly:
Perform a bulk reassignment (transfer multiple conversations from one manager to another).
Turn off or turn on notifications for a group of selected chats.
You'll also have access to a “My unread” view for your chats, which will show the number of chats that haven't been replied to:
Restricting access to chats in the timeline
NetHunt CRM allows you to flexibly customize the visibility of communications. If, when you try to view a conversation between a manager and a client in a chat where you are not the assigned manager, you see the message “No access to this conversation,” it means that your access rights have been restricted by the workspace administrator.
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