As per https://support.gainsight.com/Staircase_AI/Users_and_Permissions/Users_and_Permissions#Role_Definitions, Staircase AI users with the role Manager can see all communications. The only difference between that role and Admin is that Admin can also manage User permissions, Configurations, Integrations and Reports.
Wouldn’t it be better to either change the Manager role - or create an additional role - so that the visibility behaviour is that they see all of their own emails and their team’s email instead? And by team I mean direct reports and (as an optional setting) peers. This is especially useful for CSM Managers to keep an eye on accounts in region, etc. without having access to say conversations at an executive level?
Staircase already inherits the concept of Team from the Exchange server so knows the current hierarchy, so it doesn't seem such a giant leap to be able to implement this?
Regards,
Matt Smith
