{"id":2056,"date":"2025-04-28T10:34:00","date_gmt":"2025-04-28T10:34:00","guid":{"rendered":"https:\/\/helpcrunch.com\/news\/?p=2056"},"modified":"2026-02-24T11:17:19","modified_gmt":"2026-02-24T11:17:19","slug":"spring-2025-updates","status":"publish","type":"post","link":"https:\/\/helpcrunch.com\/news\/spring-2025-updates\/","title":{"rendered":"\ud83c\udf38 Spring 2025 updates: Inbox Roles & Permissions and UX improvements"},"content":{"rendered":"\n

The last time you were here, we presented you with news about the Open and click tracking settings in emails and eight new languages \u200b\u200bin the AI Editor<\/a>. It was fun, but long gone. Today, we are bringing you Spring 2025 updates: new permissions for Inbox actions, UX improvements across the service, and a brush-up for the widget.<\/strong><\/p>\n\n\n\n

\ud83d\udee0\ufe0f New Inbox & Saved Responses permissions<\/h2>\n\n\n\n

We\u2019ve expanded Inbox permissions to give teams more granular control over who can edit or delete messages and create inboxes. This adds clarity, security, and flexibility to how your team works inside the shared inbox.<\/p>\n\n\n\n

You can find it in Settings \u2192 Team \u2192 Roles & Permissions \u2192 Inbox.<\/strong><\/p>\n\n\n

\n
\"inbox<\/figure><\/div>\n\n\n

\u270f\ufe0f Edit message permissions. <\/strong>You can now manage editing rights at a much more detailed level.<\/p>\n\n\n\n

    \n
  • If turned OFF, the \u201cEdit message\u201d option in Message actions disappears.<\/li>\n\n\n\n
  • If OFF, users also can\u2019t edit the last message using the \u2191 (arrow up) keyboard shortcut.<\/li>\n<\/ul>\n\n\n\n

    The same goes for Seen and Unseen messages (sub-permissions).<\/em><\/p>\n\n\n

    \n
    \"edit<\/figure><\/div>\n\n\n

    \ud83d\uddd1\ufe0f Delete message permissions. <\/strong>Similar to editing, delete permissions now work on a more granular level.<\/p>\n\n\n\n

      \n
    • If OFF \u2192 the \u201dDelete message\u201d action disappears from Message actions.<\/li>\n<\/ul>\n\n\n\n

      The same goes for Seen and Unseen messages (sub-permissions).<\/em><\/p>\n\n\n\n

      \ud83d\udcec Create inboxes permission. <\/strong>This new permission controls the ability to create custom inboxes.<\/p>\n\n\n\n

        \n
      • If OFF \u2192 the block with the \u201cAdd new inbox\u201d button is hidden.<\/li>\n<\/ul>\n\n\n
        \n
        \"add<\/figure><\/div>\n\n\n

        \ud83d\udccc Manual chat assignment permission. <\/strong>Permission that manages whether an agent can manually assign chats in the Inbox.<\/p>\n\n\n\n

          \n
        • If OFF \u2192 the Assignee drop is not active (disabled), as for Closed chats.<\/li>\n<\/ul>\n\n\n\n

          \ud83d\udcdd Saved Responses management. <\/strong>A dedicated permission in Settings \u2192 Saved Responses<\/strong> that lets you control who can access and manage this section.<\/p>\n\n\n

          \n
          \"saved<\/figure><\/div>\n\n\n
            \n
          • When the permission is OFF \u2192 the user cannot access the Saved Responses page at all.<\/li>\n\n\n\n
          • When the permission is ON \u2192 the user gets full read & write access, meaning they can view and edit saved responses.<\/li>\n<\/ul>\n\n\n\n

            \ud83d\udd27 Default permission states by role. <\/strong>To keep everything consistent and secure, these new permissions have the following defaults across all system roles:<\/p>\n\n\n\n

              \n
            • Administrator: <\/strong>All ON<\/li>\n\n\n\n
            • Supervisor:<\/strong> All ON<\/li>\n\n\n\n
            • Agent:<\/strong> All ON<\/li>\n\n\n\n
            • Support:<\/strong> All OFF (except Chat Assignment permission, it\u2019s ON by default)<\/em><\/li>\n\n\n\n
            • Existing custom roles: <\/strong>All ON, as long as parent permissions (Full access \/ Access to Inbox) are also ON.<\/li>\n\n\n\n
            • New custom roles (created after this release):<\/strong> All permissions OFF by default.<\/li>\n<\/ul>\n\n\n\n

              \ud83d\udc65 Team Members and Departments update<\/h2>\n\n\n\n

              We’ve improved the Team Members settings page.<\/strong> Instead of the previous card view, you’ll now see a well-organized table with filters<\/strong>, making it much easier to navigate for larger teams. The table displays which departments are assigned to each team member.<\/p>\n\n\n

              \n
              \"team<\/figure><\/div>\n\n\n

              And to stay consistent, we\u2019ve made a similar update to the Departments settings page.<\/strong> Instead of card view, Departments now use a clean, structured table with filters, making large teams much easier to manage. We\u2019ve also slightly refined the internal UI:<\/p>\n\n\n\n

                \n
              • Improved Chat Assignment visibility.<\/strong> Chat Assignment settings have been moved to the top of the page, above the agents’ table.<\/li>\n\n\n\n
              • Clearer Chat Assignment behavior. <\/strong>We\u2019ve updated the Chat Assignment tooltip to clearly explain how it works: the first round-robin assignment goes to an online team member.<\/li>\n<\/ul>\n\n\n\n

                Also, we\u2019ve added a new Assigned departments section<\/strong> to the team member profile (also accessible from My Account), allowing you to quickly navigate to individual profiles and assign departments.<\/p>\n\n\n

                \n
                \"assign<\/figure><\/div>\n\n\n

                \ud83d\udd0e Search field in all agent-selection dropdowns<\/h2>\n\n\n\n

                We\u2019ve added the search to every standard agent-selection dropdown across the product<\/strong>,  including Reports, Knowledge Base Author, sender selection in Auto and Manual Messages, etc.<\/p>\n\n\n\n

                Previously, large teams struggled to find the right employees among huge lists of agents. Now it has changed. We also added infinite scroll to these dropdowns, ensuring they load fast and stay easy to navigate \u2013 even in big organizations.<\/p>\n\n\n

                \n
                \"search<\/figure><\/div>\n\n\n

                \ud83c\udfa8 Widget customization<\/h2>\n\n\n\n

                \ud83c\udd94 Show Chat ID.<\/strong> We\u2019ve expanded the widget customization panel with a new \u201cChat List<\/em>\u201d section. Just go to Settings \u2192 Channels \u2192 Website Widgets \u2192 (choose the widget) \u2192 Customization \u2192 Chat list<\/strong>. Inside it, you\u2019ll find the first added setting \u2013 \u201cShow Chat ID<\/em>\u201d.<\/p>\n\n\n

                \n
                \"show<\/figure><\/div>\n\n\n

                When enabled, Show Chat ID displays the chat\u2019s ID directly in the chat list and on the widget\u2019s start screen. Also, now you can use the Chat ID to search for a specific chat in the Inbox, so it can serve you as a ticket number.<\/p>\n\n\n\n

                \ud83d\udcc2 Open files in a new tab. <\/strong>This new setting has been added under Customization \u2192 Chat.<\/strong> It gives you more control over how files behave in the widget, preventing them from overriding the current page and improving the overall user experience.<\/p>\n\n\n

                \n
                \"open<\/figure><\/div>\n\n\n

                It\u2019s OFF by default for all organizations. When ON: any file a user opens from the chat widget will automatically open in a new browser tab.<\/p>\n\n\n\n

                We made these improvements to make your experience with HelpCrunch even more enjoyable. So don\u2019t hesitate and try them out for yourself in your HelpCrunch account!<\/p>\n","protected":false},"excerpt":{"rendered":"

                The last time you were here, we presented you with news about the Open and click tracking settings in emails and eight new languages \u200b\u200bin the AI Editor. It was fun, but long gone. Today, we are bringing you Spring 2025 updates: new permissions for Inbox actions, UX improvements across the service, and a brush-up […]<\/p>\n","protected":false},"author":3,"featured_media":2244,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-2056","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"yoast_head":"\nSpring 2025 Updates: Inbox Permissions and UX Improvements<\/title>\n<meta name=\"description\" content=\"Discover new granular Inbox permissions, improved team management, smarter agent search, and updated widget customization in HelpCrunch.\" \/>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Spring 2025 Updates: Inbox Permissions and UX 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