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Freshworks CRM allows admins to define the visibility of email conversations to users. This can be configured for any given role by changing it from the roles section. Admins can assign one of two permissions for users:

  • View only private emails: This restricts users to view only their email conversations 

  • View all emails: This enables users to view all email conversations

To understand how this works, let us consider an example. 


As a sales team grows, there is always a need to regulate access to data which includes emails. While a regional sales manager may need to view all emails that are sent to the contacts under his territory, the rest of his team may need to view only their email conversations.

For example, a Market Research Executive (MRE) may need access only to enrich the information of Contacts and may not need access to the emails. 

 

In such cases, Admins can configure the roles of an MRE in such a way that he can only view email conversations initiated by him. 

 

Here’s how you can set it up:

  1. Go to Admin Settings  > Roles.

  2. Choose ‘Market Research Associate’ if you have already created it. This opens the permissions page specific to the role. 

    If you have not created the role, learn how to create a role by referring to this article.

  1. On the permissions page, scroll down to ‘Emails’ and click the dropdown.

  2. Select the ‘View only private emails’ option. Click .

  3. Click . This applies the settings and restricts the user’s view permissions to private emails.

 

 

Here’s how the email section appears to the user:


Note:

  • Emails sent to the CRM account’s sales email addresses are visible under team inbox. All conversations under the team inbox are visible to all users.
  • The activities timeline shows email feeds for users with 'View all emails' Permission. For users with 'View only private email' access, the email feed is not visible.