If you have the Collaboration add-on, administrators can enable or disable side conversations. Side conversations are off by default even if you have the add-on.
Note: The Collaboration add-on is required for Side Conversations. For more information about add-ons and light agents see About add-ons (Professional and Enterprise).
Related topics:
To enable and disable side conversations
- Click the Admin icon (
) in the sidebar, scroll down down to the Settings section, and then click Tickets. - From Ticket Settings, scroll down to the Collaboration section and then do one of the following:
- Select the Enable ticket Side Conversations checkbox to turn side conversations on.
- Clear the Enable ticket Side Conversations checkbox to turn side conversations off.
Next steps:
We recommend setting up trigger conditions for side conversations in order to fully integrate them into your workflows and to keep agents on top of the activity within them. For more information about why it’s a good idea to use trigger conditions with side conversations, see Setting up trigger conditions for side conversations.
Comments
2 comments
Hi
Is it possible to enable the feature for just admins to begin with? I would like to test it out myself before pushing it out in the whole orgnization.
Br. Mie
Hi Mie -
At this point in time, there are no role-based permissions for side conversations, though it is something that is under consideration for future versions. If you'd like to express your interest in that, you can post a comment to the Announcement.
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