Admin
Configuration
From this panel you can manage the contacts visible to agents, control the use of HSM message templates, customize the HubSpot properties displayed in the chat, and define conversation assignment rules.
Contact visibility for agents
In the agents tab you can configure which contacts each agent can view on the platform.
Why is it useful?
This configuration allows you to adapt contact access according to your team’s structure and operation. It’s especially useful if:- Each agent manages their own portfolio.
- You need to limit access by campaign or segment.
- You want to maintain information confidentiality.
Step by step to configure contact visibility
1
Access agent configuration
Go to Configuration > Agents in the platform’s side menu.
2
Select the contact list option
Choose how you want your agents to view the company’s contact list. You can choose any of the following options:
Option 1: Complete contact list
All agents see the account’s contact database, regardless of the CRM property.
Recommended for teams that work collaboratively on the same portfolio.
Option 2: Only assigned contacts
Each agent sees only the contacts assigned to them.
Useful for operations segmented by agent, campaign, or region.
3
And you're done!
Once you select an option, all contacts will be updated.
Remember that you can adjust this configuration at any time to adapt to changes in your team or strategy.