# Participate in a Conversation

## Overview

Agents assigned to a conversation sometimes need to involve other agents or managers in the chat for collaborative problem-solving or guidance. These scenarios may include, but are not limited to:

* Working with Extremely Angry or Dissatisfied Users
* Unusual Requests or Situations
* Internal Coaching and Counseling Opportunities 
* Complex Requests Beyond Agent's Authority (ex. refunds, cancellations)
* Another Agent's Client/Sales Lead

Agents can add themselves or others as participants in conversations, all while keeping the agent assignment untouched. As participants, agents can track a chat's progress and receive notification updates as actions are taken.

## View Active Participants

All agents can view the active participants in each conversation. You can find it on the bottom right of your Live Agent Engine.

<figure><img src="/files/DJad0LGoZ9QpPMZTmM16" alt=""><figcaption><p>How to View Active Participants in a Conversation</p></figcaption></figure>

1. Find your desired conversation and select it.
2. In the Actions and Insights column on the far right side of the dashboard, scroll down to the bottom.
3. In the last box, you will see all active participants listed, along with the gear to add/remove users from this list.

## Add Participants

You can use one of three ways to add users as participants in a conversation:

* **Mention Another Agent:** If you mention another agent in a conversation's private chat, it will automatically add them as a participant. Learn more about mentions here: [Private Notes & Mentions](/resource-center/live-agent-engine/agent-overview/private-notes-and-mentions.md)
* **Manual Add:** Add yourself or another agent by clicking the gear icon in the conversation participants section.

<figure><img src="https://lh5.googleusercontent.com/dQ4N9oA1B9B3pi4thfViTuAczMqxMwZeSiPVwKg4qXLHjXf1SARIniuilFw1qxYlZXSUvkiAzXjM32SMHPyJqnki7-_NxICTw-awQe2PMvXdl1SXWCqW39wy33lguFhj3dcWs_dULo7aHDEdnz523ns" alt="" width="375"><figcaption><p>Manually Add Participants</p></figcaption></figure>

* **Reassign a Conversation:** Reassigning a conversation to another agent automatically adds them as a participant.&#x20;

If you're looking to join a conversation not assigned to you, simply click on ‘**Join Conversation’**.

<figure><img src="https://lh6.googleusercontent.com/At6lnjxi_aFt-L31k9KSbRJ7yRGB9HbfjCAhPbJIPkeJM_1sKJRIevenpJgeJh4SjwJG9B-REkvP8wKY_EK4PX49jAAZnYAYxd5bYpZzDyq_xgDIznulTMgbefldqRhEMCYwBiG5Z-NjPtbYn7ppCMw" alt="" width="563"><figcaption><p>Quickly Join the Conversation as a Participant</p></figcaption></figure>

{% hint style="warning" %}
You can remove a participant in a conversation by clicking the gear icon and deselecting the appropriate user.&#x20;
{% endhint %}

## Notifications

We highly recommend that you be notified about new messages in a participating conversation to ensure you are not delayed in responding to the user. Tap the link to learn more about setting up your personal notification preferences: [Notification Preferences](/resource-center/live-agent-engine/agent-overview/notification-preferences.md)

<div data-full-width="false"><figure><img src="/files/7tC1rDuEALPZ0P90Hwm8" alt=""><figcaption><p>Be Notified via Email/Push Notifications When a New Message is Created in a Participating Conversation</p></figcaption></figure></div>


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.satisfilabs.com/resource-center/live-agent-engine/agent-overview/participate-in-a-conversation.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.