Activating and deactivating side conversations

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  • Elaine
    Zendesk Customer Care
    Hi Dora,
    It looks like you still need to get the Collaboration add-on in order to enable the Side conversations on your account. Please reach out to your Account Executive directly for this feature to be added to your account. Stay safe!
  • Joe

    Hi, We are having an issue when using side conversations, one of our agents accidentally sent the conversation to a customer rather than the intended recipient, this was because their names were the same, and when the agent typed their name it the selected the customer email.

    Is there a way to remove all of the emails to ensure the email has to be typed fully ?

  • Jupete Manitas
    Zendesk Customer Care
    Hi Joe, thanks for writing in here! 
    If this is a customer in your support instance then there is no specific way yet in the side conversation functionality to exclusively remove end-users from the side conversation "To" when writing an email. It will search all email address or users' name if matches since users outside the organization can be sent a side conversation email. However, there is this option 'Finding and deleting users created by side conversations' if this will suffice for now. 
    But you can post a product feedback here General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Thank you!

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