Plan requirement
| Subscription | Suite Professional or higher |
| Access | Admin |
Some agents should not be contacting suppliers directly. That is a role permission rather than a setting on the feature.
Restrict it
- Open Admin Center, then People > Team > Roles.
- Edit the role you want to limit. This needs a custom role, so it is an Enterprise capability on standalone Support.
- Under Agent workflow, switch off Contribute to side conversations.
- Save.
It is one switch, and it is worth being clear about what it does and does not do. Agents in that role can no longer start a side conversation or reply to one, of any type: the email kind and child tickets both go, because creating a child ticket needs the same permission. What does not change is visibility. They still see every side conversation on the ticket, and there is no setting anywhere that restricts that.
When this is the right control
- An outsourced or first-line team that should escalate internally rather than contacting your suppliers.
- New agents during their first weeks.
- Regulated communication, where any message leaving the organisation needs to come from a named group.
Give them a route
Removing the ability without providing an alternative produces agents copying and pasting into their own mailbox, which is exactly the behaviour side conversations were meant to end.
Child tickets are not that alternative, since the same permission removes them. What is left is the ordinary route: assign the ticket to the group that owns the outside contact, or raise it in an internal note and mention them. Slower to type, and it keeps the request inside one ticket where the next person can read the whole thing.
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