There are occasions when you may want to loop another colleague into a conversation, similar to how you would CC or BCC someone in an email. For instance, you might need input from your IT team on a specific issue like whitelisting URLs.
To do this, follow the steps below.
📌Note: The Access Digital Assistant can only have 1 user/lead per conversation. When you add participants they'll be part of the conversation by email only.
Steps to add a collaborator
To add a new participant, follow the steps below.
If you have an issue that requires support, ask the Access Digital Assistant to connect you with a human agent.
The Access Digital Assistant will then link you to our support team and inform you of the expected response time.
If you want to involve a colleague immediately so that all new conversations can be seen by them, send a message to the support team after being connected to a human agent. Include the email address of the colleague(s) you wish to add.
How this works
When you and a support team member are having a conversation and additional participants are added, the Access Digital Assistant manages group conversations in the following ways:
All participants will receive replies via email only.
Participants can add or remove other users when composing their replies.
All replies will be threaded within the same conversation.
For the customer on Access Digital assistant
You will see a notification in the Access Digital Assistant when a new participant is added or removed from the conversation.
Your replies sent through the Access Digital Assistant will be emailed to all other participants in the conversation. The sender address will appear as: [email protected].
Only the original customer will receive replies directly in the Access Digital Assistant; all other participants will receive replies via email.
For other participants (Collaborators)
⚠️Important: Always include the Access Digital Assistant user's alias email in the "To" or "Cc" fields when replying.
You will only receive new replies through email.
Replies will be sent to the user in the Access Digital Assistant and also emailed to any other participants, allowing you to add or remove participants when replying.
If you reply and remove the user on the Access Digital Assistant, the conversation will create a new email thread with the remaining participants.
Collaborators replying via email
📌Note: When replying to an email, remember to remove the email thread below your reply.
If an external participant replies to an email and adds or CCs a new email address, that address will be included in the conversation.
However, if the participant removes email addresses that were previously included, those addresses will still remain in the conversation unless a support agent manually removes them.
All replies from external participants will be incorporated into the same conversation thread in the Access Digital Assistant.