Collaborating on Conversations

Work together with your team to provide excellent customer support.

How Collaboration Works

Multiple team members can:

• View the same conversations
• See each other's replies
• Respond to customers
• Access conversation history

Shared Conversation Access

When team members have access:

• All conversations are visible (based on permissions)
• Everyone sees the same message thread
• Replies from any team member appear in the thread
• Full conversation history is available to all

Conversation Visibility

Who Can See What

• Admin: Sees all conversations
• Reply Permission: Sees conversations they can access
• View Permission: Sees conversations (read-only)

All team members with access see the same conversations for forms they have permission to view.

Replying as a Team

Multiple Responders

• Any team member with reply permission can respond
• All replies appear in the conversation thread
• Customers see replies from your team
• No conflict if multiple people reply

Best Practices

• Coordinate: Avoid duplicate responses
• Assign: Designate who handles which conversations
• Communicate: Use internal tools to coordinate
• Review: Check conversation history before replying

Conversation Thread

All team members see:

• Customer's original message
• All team replies
• Customer follow-ups
• Complete history

Coordination Strategies

Assign Conversations

• Designate primary responder for each conversation
• Use external tools (Slack, email) to coordinate
• Tag conversations if your workflow supports it

Avoid Duplicates

• Check conversation history before replying
• Wait a moment if someone else is typing
• Communicate outside SupportRetriever if needed

Escalation

• Escalate complex issues to senior team members
• Transfer conversations by having the right person reply
• Document escalations in your internal system

Permissions and Collaboration

Admin Access

• Can see and reply to all conversations
• Can manage team members
• Full visibility into all activity

Reply Permission

• Can view and reply to conversations
• Sees all team activity
• Can collaborate effectively

View Permission

• Can see conversations but cannot reply
• Useful for oversight and training
• Can review team performance

Best Practices

Communication

• Use consistent tone across team members
• Sign messages if helpful: "— [Your Name]"
• Coordinate on complex issues

Response Times

• Set team expectations for response times
• Monitor who's handling which conversations
• Ensure coverage during business hours

Quality

• Review each other's responses
• Share best practices
• Learn from effective replies

Team Workflow Examples

Round-Robin

• Assign conversations in rotation
• Each team member handles their turn
• Ensures even distribution

Specialization

• Assign by expertise area
• Route technical issues to technical team
• Route billing to billing specialist

Triage System

• First responder acknowledges
• Escalates if needed
• Follows up until resolved

Related Topics

• Adding team members
• Understanding permission levels
• Replying to customer messages
• Viewing customer conversations