How to discuss a customer's email with another Operator in the Agent Workspace
You can collaborate with another Operator in your organization to help you resolve a specific customer issue while you are responding to a customer's email.
Discussions are private and are only visible to the Operator who participate in the discussion. The customer does not see these messages.
Note: You must have the permission enabled to use this feature.
When the invited Operator accepts the invitation, the Discussion panel opens. Both you and the invited Operator will see the original email and the discussion side by side.