Add participants (watchers) to a conversation

📍 Where to find it: Inbox → (open a conversation) → right-hand panel → "Participants"

Participants are agents who follow a conversation without being responsible for it: they receive its notifications even if they aren't the assigned agent.

How it works

You add one or more colleagues as watchers of a conversation. They are then notified of new messages and notes. This is useful for involving an expert or a manager without handing over responsibility for the case.

Step by step

1. Open a conversation from "Inbox".
2. In the right-hand panel, find the "Participants" section.
3. Click the settings icon, then check the agents to add as watchers.
4. Click "Watch this conversation" to add yourself.

Good to know

• Being a participant ≠ being assigned: the assigned agent remains responsible for the case.
• Ideal for letting a manager keep an eye on a sensitive case.