Preventing agents from starting and replying to side conversations

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<p class="p" dir="ltr">To prevent <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882-Creating-custom-roles-and-assigning-agents-Enterprise-" target="_blank">agents in custom roles</a> from starting and replying to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832279962" target="_blank">side conversations</a>, you must disable the permission to do so.
Otherwise, all agents are able to start and reply to side conversations.</p>
<p class="p" dir="ltr">You may want to do this if, for example, you have multiple tiers of agents, and
only the more advanced agents need to be able to reach out to external partners as part of the
escalation process. Creating a custom role for lower-level agents that doesn't include side
conversation permissions prevents them from sending emails to anyone outside of the tickets
they're working on. This helps them stay focused on their tasks by not presenting a new tool
to work with. Note that disabling this setting doesn't change an agent's ability to see all of
the side conversations on a ticket. There is no setting that restricts the visibility of side
conversations to certain agents.</p>
<p class="p" dir="ltr"><strong class="ph b">To disable side conversation permissions for custom agents</strong></p>
<ol class="ol" id="topic_d5y_k4y_fdb__ol_xpn_ytr_2mb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_d5y_k4y_fdb__d7e536" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Roles</strong>.</span></li>
<li class="li" dir="ltr">Locate the role you want to edit and click <strong class="ph b">Edit</strong>.</li>
<li class="li" dir="ltr">Scroll down to the the <strong class="ph b">Agent workflow</strong> section, and then disable
<strong class="ph b">Contribute to side conversations</strong>.<p class="p"><img class="image" id="topic_d5y_k4y_fdb__image_vw2_lvr_2mb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/side_conv_custom_role_permission2.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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