360° Customer Service - How to Configure Lead Access Permissions

Step 1: To access the Lead access settings, just click on the gear settings icon within the SAC (lower left corner):

Step 2: In Service Settings, it is possible to select who will have access to the Lead at the moment when the support is is started. By default, the selected option is "Do not change permissions".

The option "Add the Agent as Responsible for the Lead (automatic)" will change the lead owner to the agent who starts the service, and will also adjust the lead permissions so that only the respective agent can view it.

Note that there is also the option "Add the Agent as Responsible for the Lead (ask)" which performs the same settings mentioned above only if the agent allows it.

The option "Add to the Lead the permissions configured in the Agent User (automatic)" makes the access to this Lead the same as those configured in "Access Permissions" on the user edit screen. For more details on how to make these settings, see the article Lead Permissions: https://docs.sprinthub.com/duvidas-comuns/permissoes/permissoes-do-lead

As with the previous option, we can also set as "Add to the Lead the permissions configured in the Agent User (ask)" which performs the same settings mentioned above only if the agent allows it.

Notes:

• If the lead already has an owner when the service starts, it will not be changed.

• If the lead already has access permissions configured when the service starts, they will not be changed.