There may be times when you're speaking with our support team and want to loop in a colleague, similar to how you would CC someone into an email. For example, if the solution to your query needs input from your IT team.
⚠️Important: When speaking with the support team via the Access Digital Assistant, only one user can participate in a conversation. If you add a collaborator, they can only participate via email.
Add a collaborator
To add a collaborator, just let the support agent you’re speaking with know and provide the person’s email address. The agent will then add them to the conversation on your behalf.
How this works
Once the support agent has added the collaborator to the conversation:
All participants will receive replies via email only.
When replying via email, participants can add or remove users to their replies in the same way you would for any email.
All replies will be threaded within the same conversation.
In-product experience
If you're the person who started the conversation via the in-product Access Digital Assistant:
You'll see a notification in your conversation whenever collaborators are added or removed from the conversation.
Any replies you send in-product are emailed to all other participants in the conversation, and the sender address appears as [email protected].
Only you will receive replies in-product.
Email experience
If you're a collaborator participating in the conversation via email:
You'll only receive replies via email.
You can add and remove participants from the conversation using the To and CC fields in your email.
In the email thread, the original user appears under an alias address. If anyone replies and removes that alias from the recipients, it creates a brand‑new email chain, so it’s important to keep the alias included.