Joining/Leaving Collaborators

Joining a Conversation

Agents possessing Administrator or Manager access levels are authorized to proactively join collaborative conversations.

Prior to joining, agent interaction with the collaborative chat is prohibited. Upon joining a conversation, regardless of whether the action is proactive or initiated by the primary handler, a system-generated event message will be displayed within the conversation (e.g., "X joined the collaborative conversation").

To join a conversation proactively:

1. Click on the Team Cases > Progress inbox, and select the conversation which you would like to participate in.

2. Select the far-left icon on the top right section.

   
3. A pop-up screen allowing you to add collaborators will appear. Add yourself in the conversation, and click "Save" to confirm your selection.

   

Only Administrators and Managers can perform these actions.

1. Congratulations, you have joined a collaborative conversation!

   

Leaving a Conversation

Collaborative conversations are designed to be flexible, allowing agents to participate as needed. Agents can leave a conversation in two primary ways: proactively removing themselves or being removed by the primary handler.

Proactively Leaving a Conversation:

Agents have the ability to remove themselves from a collaborative conversation at any time. This might be necessary for various reasons, such as completing their assigned task, needing to focus on other priorities, or simply no longer being relevant to the ongoing discussion.

Leaving a collaborative conversation is a simple process:

1. In the same conversation, click on the "Edit Collaborators" button.

   
2. A pop-up screen will appear where you are marked as a collaborator.

3. Unmark yourself and save your settings.

   
4. You have left the conversation and an event message will appear in the conversation stating that you have left the collaborative conversation.

   
5. Once you leave a conversation, you will no longer have access to the ongoing chat messages or be able to contribute further.

Being Removed from a Conversation:

The primary handler of a collaborative conversation has the authority to manage the participants and can remove collaborators as needed. This might occur if an agent's involvement is no longer required, if the conversation's focus shifts, or for other administrative reasons. The process for removing collaborators is detailed in the "Adding/Editing Collaborators" section of this documentation.