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 Actions > Emails > Discussions permission enabled to use this feature.
  1. To start a discussion, click Discuss at the bottom of the email panel.

    Result: You are prompted to select a discussion partner.

  2. Select an Operator 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 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.