TL;DR = Have separate threads of conversation on a record so only the right profiles view and respond to relevant messages.
Using a custom data model, each record of Claim__c has 3 records of Conversation__c, one for each category of conversation:
- Between employees and customers
- Between employees and partners
- Between partners and customers
We use each of the 3 records to create a separate chatter thread. On the Claim__c object we surface the relevant thread using a Lightning Web Component and we set their visibility based on the Profile of the logged in user. Eg: Employee profiles can't see conversations between Customers and Partners, as the example below.
