When your conversation is escalated to a support specialist, you may want to keep colleagues informed or involve them in the conversation. You do this by asking the support specialist to add them as participants.
To request this, simply let our support team know the full name and email address of each colleague you'd like to include. You can share this information at any point during your support interaction — when you first raise the request, or at any stage afterwards. Our team will add them as participants, and they will begin receiving updates from that point.
What participants can do
Once added, participants will receive email notifications whenever there is an update on the support interaction. They can reply directly to those emails to contribute to the conversation — their responses will be picked up by the support specialist and included in the interaction history.
Note: The original conversation can only be seen and updated from the Digital Assistant by the contact who originally raised the request. This means that only the person who started the conversation can view the full interaction and submit updates through the Digital Assistant directly.
If you are a participant rather than the original contact, replying by email is the best way to stay involved — and works just as well for keeping the conversation moving.
Summary
| Original Contact | Participants |
Receives email updates | ✓ | ✓ |
Can reply by email | ✓ | ✓ |
Can access via Digital Assistant | ✓ | ✗ |