Sharing Conversations

Sharing a Customer Conversation

Ever had a customer problem too large to solve on your own? You can share important conversations with one team member or start a larger group conversation to tackle your most complex customer issues.

To share a customer conversation:

1. Go to Inbox.
2. Select the conversation you want to share.
   
3. Click the Share icon.
   
4. Select a team member or group.
   
5. Click Share.
   
6. Add a message to provide context and click Send.
   

Responding to a Shared Conversation

Once you've shared an item, that conversation will appear in Teamchat as a chat.

To respond to a shared conversation:

1. Go to Inbox.
2. Open the shared conversation.
   
3. If necessary, let your team know you’re taking care of the customer’s question.
   
4. Click Go to Conversation to see all of the messages.
   
5. Respond to the customer’s question.
   
6. Click Send & Close.