Two people can open the same inbox and see different conversation lists. That is by design, and it comes down to role, team membership and one permission.
Super Admins see everything
A Super Admin sees every conversation in the agent inbox, with no scoping applied.
Members see a slice
A Member sees the conversations that are:
assigned to them, or
on a team they belong to
A Member with no team and nothing assigned to them opens the inbox and finds it empty. That is the single most common confusion here, and the fix is either to put them on a team or to point them at Unassigned, which is where unclaimed work sits.
The permission that widens it
Members can be granted an All inbox permission in their team settings. With it, that Member sees every conversation, exactly like an admin does.
It appears as a plain checkbox with no explanation, so it is easy to tick or leave unticked without realising what it controls. It is the switch between someone seeing their own work and someone seeing the whole queue.
[SCREENSHOT] Capture: the member permissions with the All inbox checkbox. Highlight: the All inbox permission. Suggested alt text: "Inbox permissions for a team member in Mando". Replace this block with the image.
Mentions cut across all of it
Mentioning a colleague gives them access to that conversation whether or not it is on their team. It is the deliberate way to pull someone into something outside their usual scope.
What Members can and cannot change
Beyond what they can see, Members are limited in what they can do:
They can claim a conversation nobody has taken, and hand off one of their own.
They cannot take a conversation that another agent is already handling.
Reassigning between people, and moving conversations between teams, is an admin action.
Sections of the product
Members are also granted access per area of a customer service agent, such as the inbox, tickets, users and analytics. Even where a Member can see an area, most of them are read only, with the inbox and tickets being the ones a Member can actually work in.
Frequently asked questions
A teammate says their inbox is empty.
Check they are on a team, or grant All inbox, or send them to Unassigned.
Why can a colleague not take my conversation?
Members cannot take a conversation assigned to someone else. Hand it off, or ask an admin to reassign it.
Who can change these permissions?
A Super Admin, from your team settings.