Why does a front user sees a restricted inbox when choosing to move one conversation from one inbox to another?

Hi Alex 👋 Thanks for reaching out about this!

If a user already has access to a conversation, in a workspace or inbox they’re a part of, and that conversation gets moved, they may have remained as a participant on it for a couple of reasons:

• If the conversation was moved manually then the user moving the conversation can choose to “Maintain access” for the participants
• If the conversation was moved via a rule, that has the “Keep participants” option enabled

There is a company-level preference that allows you to remove teammates ability to move conversations to inboxes they don’t have access to, but this would not intercede with the behaviour described above: 

We’d be happy to take a closer look for you if there are specific examples you can share 😊 Please don’t hesitate to reach out to us on our contact form ! 

Hi Luke, 

Allow convesrsations to be moved to all inboxes toggle resolves part of my query. 

However, I do have a follow-up question:

Let’s say I have 12 inboxes across workspaces, and I want the teams to be able to move conversations to 6 of these 12 inboxes. 

2 inboxes are in workspace A

2 inboxes are in workspace B

2 inboxes are in workspace C 

• If user from workspace A wants to move to one of the inboxes of Workspace B :: whats the best approach?
  • Should I grant access to workspace and these two specific Inboxes?
  • If so, would they have the workspace and inboxes available on the side bar? (which is something I would like to avoid if possible)
  • Any workaround here?

Thank you for the follow-up question, and the additional context, Alex 😊

From what you’ve described, it sounds like you actually will want the company preference for moving conversations without access enabled. 

If your primary concern is the teammates having access (or more importantly visibility) on inboxes and workspaces, then you’ll want to do this using the inbox access settings for those teammates in Settings > Company > Teammates (click the teammate in question) > “Workspaces and share inboxes” tab. 

You can also set the access “per inbox” through Settings > “Inboxes” in the relevant workspace(s) > Click into the inbox > “Access” tab. Click the “Restricted” option then select the teammates who should have access. 

With the access configured like this, and the company-level option enabled, teammates will only see the workspaces and inboxes they have access to in their left-hand sidebar. 

When moving a conversation, they will see the full list of available inboxes to choose from, but they won’t be able to access the inboxes themselves. 

As I mentioned in my previous comment, teammates will still have the option to maintain access to conversations when they move them, but like the above point, this will not grant them access to the inboxes themselves. 

Since you mentioned in your initial post that you’d already restricted access, we may need to take a closer look at the specific situation you encountered to investigate what allowed the teammate in question to see and assign conversations when they shouldn’t have had access 🤔

I’ve just sent you an email with the information we’ll need to investigate this further for you 🙏

Thanks Luke, I think your answers give me the full context to understand what I need to do.