Set Team Lead Visibility
Lead visibility determines the contact rows an agent can see. Managers retain broader access.
Where to find it: Admin → Settings → Leads
What to do
- Choose Everyone on the team for fully shared access.
- Choose Pool + assigned only when unassigned leads should be claimable but assigned leads private.
- Choose Assigned only when managers should assign every lead before agents can see it.
- Save and test with a non-manager account.
Good to know
- Assigned only is the most restrictive option; unassigned leads can become invisible to agents.
- Visibility and routing work together but are not the same setting.
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