Collaborative Conversation

Overview

Do you often need to work with multiple colleagues or supervisors to handle customer service issues? Omnichat is now making this need achievable through Collaborative Conversations!

The primary handler of a conversation can add up to 5 collaborators at a time to assist in replying to and managing the conversation. Administrators can also proactively join conversations as collaborators in team inboxes.

Once Collaborative Conversations is enabled, only the primary handler and collaborators can reply to messages. If there is a need for the collaborator who is a Manager to respond, they can actively chime in.

This feature is supported on both the web and app version of the Omnichat platform.

• This feature is being rolled out in phases. Contact your CSM to confirm when it will be available for your team.

• Teams using the OMO plan can expect this feature to be available in 2026 Q1.

• Supported channels: WhatsApp, LINE, Facebook, Instagram, and WeChat. WebChat support expected by February 2025).

• Each collaborative conversation can have up to 1 primary handler and a maximum of 5 collaborators.

We will take a look at this feature over a few sections:

• Adding/editing collaborators,

• Joining/leaving conversations,

• Taking over/ Transferring ownership, and

• Ending/Restarting Conversations.

On top of that, we will also review additional logic surrounding this feature. Let's go!