Discuss a customer's email with another agent
You can collaborate with another agent 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 agents who participate in the discussion. The customer does not see these messages.
To start a discussion, click Discuss at the bottom of
the email panel.
- Select an agent and click Send request. 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.