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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.
All agents can view the active participants in each conversation. You can find it on the bottom right of your Bridge platform window.
Find your desired conversation and select it.
In the Actions and Insights column on the far right side of the dashboard, scroll down to the bottom.
In the last box, you will see all active participants listed, along with the gear to add/remove users from this list.
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
Manual Add: Add yourself or another agent by clicking the gear icon in the conversation participants section.
Reassign a Conversation: Reassigning a conversation to another agent automatically adds them as a participant.
If you're looking to join a conversation not assigned to you, simply click on ‘Join Conversation’.
You can remove a participant in a conversation by clicking the gear icon and deselecting the appropriate user.
We highly recommend that you are 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
