Collaboration
Bring a teammate into a conversation — invite a collaborator, or join (or request to join) a chat you're not handling.
Collaboration
Every conversation has one owner — the agent who claimed it. The owner drives the lifecycle (resolve, close, transfer). Anyone else on your team can come in as a collaborator to help reply, without taking the conversation away from the owner.
The visitor only ever sees a simple "X joined" line when someone new starts helping. Everything else here is internal to your team.
Inviting a collaborator
If you own a conversation and want a hand, open the Assign menu and choose Invite, then pick a teammate. They:
- get notified (in-app bell, a console sound, and a device push if they're available),
- can reply with full rights, and
- appear in the visitor panel under Collaborators.
You stay the owner. A collaborator can leave at any time, and the owner can remove a collaborator from the Collaborators list.
Joining a conversation you're not on
Sometimes you need to jump into a chat you weren't invited to — say the owner is stuck or has stepped away. What you can do depends on your role:
- Owners and admins can Join any conversation directly — no approval needed.
- Members can Request to join. The conversation's owner sees the request and approves or denies it; on approval you become a collaborator.
Either way you join as a collaborator — you don't take ownership — so the visitor's experience is unchanged.
Join requests are private to your team. The visitor never sees that a request was made — only the "X joined" line once it's approved. If a request is denied, you can ask again.
After the chat closes
When the conversation is closed and becomes a feedback item, everyone who collaborated is added as a watcher on that feedback — so they stay in the loop on what happens next, just like the owner.