Currently, channel availability (Phone, Email, Messenger, SMS) is controlled individually by each teammate. Some agents are actively removing Phone from their availability to avoid taking inbound calls. Restricting inbox membership or setting assignment limits to 0 does not solve this issue, as agents can still manually toggle off specific channels.
Proposed Solution
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Option A (Channel Locking/Permissions): Allow admins to lock or enforce default channel availability per teammate/role via Admin Settings or Permissions (e.g., prevent agents from unchecking "Phone").
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Option B (Inbox-Level Channel Restrictions): Allow admins to bind or restrict specific channels directly to dedicated Team Inboxes (e.g., a Phone Inbox that overrides individual channel toggles for assigned members).
Business Impact
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Prevents agents from bypassing call routing and cherry-picking channels.
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Ensures proper phone coverage and SLA compliance.
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Eliminates the need for manual monitoring of agent availability states.