Ownership & sharing
Why every lead belongs to one agent, and how teams choose to share.
Reply First is built around per-agent ownership. Every lead, conversation, message, and handoff belongs to exactly one owner — the teammate whose channel produced it. This keeps each agent's pipeline private by default and makes team behavior predictable.
Why ownership matters
When a lead messages your WhatsApp number, that lead is yours. A teammate can't see it unless your org has turned on sharing. This is enforced at the database level, not just hidden in the UI — so private really means private.
Sharing with your team
An agency can opt into a shared inbox. Each teammate individually chooses to share their leads with the org; only then do they appear to others. This is a per-agent switch, so people who want privacy keep it.
View modes
What you see depends on the mode you're in:
| Mode | Who can use it | Shows |
|---|---|---|
| Private | Everyone | Only your own leads. The default. |
| Shared | When a teammate has opted in | Leads teammates chose to share. |
| Admin aggregate | Admins | Org-wide counts and analytics — totals, not raw private transcripts. |
Admin aggregate deliberately shows numbers, not other people's individual conversations, so admins can manage the business without breaching each agent's privacy.
Switching teams
If you belong to more than one organization, your inbox is always scoped to the active org — switching teams switches which leads you see, even for leads you personally own in another org.