Participants are the employees who follow and work in a conversation.
Review the participants
Open Communication and select a conversation.
Review the participant avatars in the conversation header.
Hover over the additional-participant indicator when more names are hidden.
Participants are notified when a customer sends a new message. An employee who writes in a customer conversation is added automatically.
Add participants
Select the plus icon beside the participant avatars.
Select an employee to add that person.
Select Add everyone when every remaining colleague should participate.
Confirm the bulk addition when prompted.
Adding participants changes who can follow the conversation, so add only the colleagues who need access to it.
Remove a participant
Find the employee in the participant list.
Select the cross beside the employee.
In a customer conversation, participants can manage the participant list. In an internal conversation, only its owner can add participants or remove other people. A non-owner can remove themselves.
Understand internal ownership
The employee who creates an internal conversation is its owner. Only the owner can change its subject or tags, manage other participants, and delete the conversation. Other participants can still read and send messages.