Omnichannel Agents Roles adjustment for all Closed/Open Items

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Posted on by Zhenya

Hello,

We are using Omnichannel for Whatsapp messaging, where system trigger automatic messages to contacts and replies routed to Omnichannel.
How do we enable visibility to all closed items/history of conversations for all members of the Queue? Currently it seems that anyone only see conversations they replies, and have no visibility f contact already had conversation with another agent. This is probably concept for Customer service use case (when agent assigned to case and working on it) but we are looking use as "contact center", so everyone need have visibility to all conversations in that Queue.
Is this possible?

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