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Show agents their assigned and unassigned conversations in Hub
Adjust the Hub queue for the Agent role and understand the setting’s limits.
Before you start
- Be the account owner or a Manager with access to the Team page.
Step by step
Set the member’s role to Agent and restrict numbers to those they may handle.
Review Allowed pages. To work through the Hub queue, keep Hub and remove Chat if that separate screen should not be part of their access.
Open Team > Routing & alerts.
Under Who sees what in Hub, turn on Agents see only their own conversations and wait for the save confirmation.
Check the queue using the agent’s profile: it includes conversations assigned to that person and conversations with no assignee.
Check your result
The Hub list applies the assignment filter to the Agent role.
What you need to know
- Unassigned conversations remain visible.
- Managers, the owner and administrators still see the full queue within their number scope. The rule does not apply to CRM or Read-only roles.
- This setting filters the Hub list. It does not guarantee that every history access is blocked by assignee, and it does not apply the same filter to the Chat page.
- To separate clients, configure Allowed numbers first; the assignment filter does not replace that restriction.