Enabling and disabling side conversations

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 articles:

• Managing ticket information with side conversations
• Setting up triggers for side conversations
• About add-ons (Professional and Enterprise)
• Understanding and setting light agent permissions (Professional Add-on and Enterprise Add-on)

To enable and disable side conversations

1. Click the Admin icon () in the sidebar, scroll down down to the Settings section, and then click Tickets.
2. From Ticket Settings, scroll down to the Collaboration section and then do one of the following:
   1. Select the Enable ticket Side Conversations checkbox to turn side conversations on.
   2. 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.