Managing Participants in a Chat Conversation

Effective communication is crucial in any chat conversation. Adding participants allows external collaborators to stay informed and contribute seamlessly. This document explains who a participant is and how agents and requesters can manage them efficiently.

Who is a Participant in a Chat Conversation?

A participant in a chat conversation is an external collaborator who is added by either the requester or an agent (on the requester’s behalf). Participants receive all chat communication via email and can respond directly through email without accessing the chat interface.

How Can an Agent Add or Remove Participants?

Agents can manage participants directly from the agent portal.

Adding a Participant

• Open the conversation and navigate to the Requester Details section.
• Click the Add Participants button.
• Select a contact from the dropdown list.
• The selected contact will be added as a participant and will start receiving email notifications for updates in the conversation.

Removing a Participant

• Click on the Participants button under the Requester Details section.
• A list of participants will appear.
• Find the participant you want to remove and click the Remove icon next to their name.
• The participant will be removed and will no longer receive email notifications for this conversation.

How Can a Requester Add Participants?

Requesters can add participants to a conversation in two ways:

Including Participants in Email Responses: When a requester replies to an offline chat email and includes additional email addresses in the CC field, those email addresses are automatically added as contacts and participants in the conversation.

Requesting an Agent to Add Participants: A requester can ask an agent to manually add participants on their behalf through the agent portal.

By managing participants effectively, both agents and requesters can ensure seamless communication and collaboration within a chat conversation.