Discussions are private and are only visible to the agent who participate in the discussion. The customer does not see these messages.
Note: You must have the permission enabled to use this feature.
- To start a discussion, click Discuss at the bottom of the email panel.

Result: You are prompted to select a discussion partner.
- Select an Agent and click Send request.
Result: The Discussion panel opens in a new column on your workspace. At the same time, the discussion partner receives a new notification on their workspace.
When the invited
agent accepts the invitation, the
Discussion panel opens. Both you and the invited
agent will see the original email and the discussion side by side.