How to hide chats between agents

By default, all bot operators see all chats in . This is convenient for a small team, but for teams of 5+ people or agencies with multiple clients, you need to separate visibility so each operator wor

By default, all bot operators see all chats in Messenger. This is convenient for a small team, but for teams of 5+ people or agencies with multiple clients, you need to separate visibility so each operator works only with their own leads.

The solution is to enable Assign Manager and one of the two filtering options in General — basic bot settings (the Assignment Managers section).



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Two filtering options

Show only assigned chat — the operator sees only the chats where they are explicitly assigned via Assign Manager. The strictest mode: everything is “their own,” with no one else’s chats.

Show assigned + unassigned chats — the operator sees their own chats + chats without an assigned manager. A good compromise for teams: new leads go into a shared pool, and the operator can take them or wait until they are assigned to someone specific.

If both options are disabled, the operator sees everything (the default behavior).

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How to assign leads to operators

There are several ways to assign a manager to a lead:

1
Manually from Users
Open Users, select the required leads, click Edit Chats, and choose an operator. This is suitable for one-time manual assignments.
2
Via the Operator step in a flow
In the scenario, add Operator — assigning an operator — it automatically assigns the lead to a specific operator or routes the lead between multiple operators according to a rule. Useful for automatically distributing new leads.
3
Default auto-Assign
In Assign Manager — chat distribution you can configure automatic distribution of all new chats among operators by percentage (50/50, 33/33/33, etc.). The lead gets an operator as soon as the chat is created.

Visibility only in the CRM

These settings affect only visibility in Messenger and Users. They do not affect the bot — the Telegram side still works with all leads. Only what each operator sees inside Chatterfy is restricted.

To prevent this from happening again

Enable Assign Manager as soon as your team grows to 3+ people. Otherwise, operators keep “bumping into” the same leads, lose the context of their colleague’s conversation, and get confused by statuses. With Assign Manager + auto-assignment, everyone works their own queue.

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Frequently asked questions

Включил «only assigned» — операторы не видят новых лидов

Можно ли видеть чаты другого оператора временно (на замену в отпуске)?

Hide Operator (анонимизация) — это то же самое?

Почему оператор видит чужого лида, хотя он не его?

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Related

Assign Manager — chat distribution

The Bot Settings → CRM defaults → Assign Manager section controls which chats each operator sees in . This is a basic team discipline setting: with the right configuration, everyone sees only the chat

Operator — assigning an operator

The Bot Settings → Flow Settings → Operator section is responsible for distributing chats among operators and for which conversations each employee sees in the CRM. This is one of the most important s

Users

Раздел Users — таблица всех пользователей конкретного бота или личного аккаунта. В отличие от (где работа идёт с одним диалогом за раз), Users — про работу с базой массово . Здесь вы фильтруете тысячи

User Roles

When to refer to this article You are adding a new employee and choosing a role for them It is unclear why one user sees Spaces and another does not You need to raise or lower the access level of an e