Adding / Editing Collaborators

Collaborators can be added to individual conversations, collaborative conversations, or WhatsApp group chats. Key details include:

• A maximum of 5 collaborators can be added to a conversation (excluding the primary handler).

• The default status for collaborative conversations is "In Progress."

• Collaborative conversations do not appear in the "Open" status. If a customer sends a new message after the conversation ends, it reverts to "In Progress" for the handler and collaborators.

How to Add Collaborators

1. Navigate to your "In Progress" inbox, select the conversation you want to add collaborators to, and click the far-left icon in the top-right section.

   
2. A pop-up screen will appear, enabling you to add up to 5 collaborators. Select the team members you wish to include in the conversation by clicking on the checkboxes on the left and proceed to add them.

   
3. You can also select the members based on their roles by clicking on the dropdown menu on the "All Roles" section.

   
4. Once you have completed your selection, click Save.

5. An event message will appear in the messaging section, notifying you that members have joined the collaborative chat.

   

Editing Collaborators

Removing Collaborators from a Conversation

Only the primary handler and administrators have the authority to remove collaborators from a conversation.

To remove a collaborator, follow the same process as adding one, but instead of checking the box next to their name, uncheck it. This action triggers two notifications:

1. Conversation Status Log: A record is added to the log, detailing the removal (e.g., "Jess removed Jess A from the collaborative conversation").

2. Conversation Event Message: A message appears within the conversation itself, confirming the removal (e.g., "Jess removed Jess A from the collaborative conversation").

The removed collaborator also receives a real-time notification (e.g., "Jess (Administrator) has removed you from Customer's collaborative conversation").