Collaborators — Share Access Instantly
Customer conversations can’t wait. Team members take leave, join long meetings, or shift priorities — but customers still expect timely responses. To support faster resolutions and smoother internal coordination, DoubleTick introduces Collaborators, available for Enterprise workspaces.
Collaborators enable users to share ongoing customer conversations with other members of the workspace, ensuring continuity without bottlenecks.
What Are Collaborators?
Collaborators allow authorized users to grant conversation access to additional teammates. Once added, collaborators can:
View the full conversation history
Respond to messages
Assign or add further collaborators
Continue managing the chat end-to-end
This prevents single-ownership dependency and maintains customer responsiveness.
Why Collaborators Matter
Enterprise workflows often involve multiple stakeholders. Without the ability to share a chat, conversations risk delays, escalations, or stalled resolutions.
Collaborators help teams:
Maintain SLAs even when primary agents are unavailable
Avoid response delays and context gaps
Coordinate across functions (Sales, Support, Ops, Tech)
Reduce reliance on forwarding screenshots or internal chats
Improve customer satisfaction and resolution accuracy
Permissions Logic — Who Can Add Collaborators
To ensure secure and controlled collaboration, the feature follows a straightforward permissions model:
Users who can add a collaborator:
The primary conversation owner
Existing collaborators on the conversation
Workspace admins and managers
Users who can be added as a collaborator:
Any active user in the workspace with chat access permissions
Users who cannot be added:
Suspended or inactive users
Users without chat visibility permissions
Removal Permissions:
Primary owner can remove any collaborator
Collaborators can remove themselves
Admins can remove any collaborator for compliance purposes
Action Visibility:
All collaborator actions (add/remove/response) are recorded as system-level activity for audit clarity
This ensures proper access governance while keeping workflows flexible.
When to Use Collaborators
Collaborators are ideal for scenarios such as:
Leave coverage
Escalations to managers or specialists
Shared sales pipelines
Cross-functional resolution (e.g., Finance + Support)
Multi-agent handling for complex workflows
How to Add a Collaborator
Open the relevant conversation in DoubleTick
Navigate to the Collaborators panel
Select Add Collaborator
Search for and select the desired user
Confirm the addition
The collaborator gains immediate access and can begin responding without waiting for approval workflows.
Managing Collaborators
Once added, collaborators can:
Respond to messages
Add additional collaborators (if permitted)
Assign the chat to other team members
Continue the thread with full context
Collaborators remain linked to the conversation until removed manually.
Benefits Summary
Using collaborators provides multiple operational advantages:
✔ Accelerated response and resolution times ✔ Reduced SLA breaches and customer escalations ✔ Cross-team collaboration without tool-switching ✔ Improved visibility for supervisors and managers ✔ Greater operational resiliency when agents are unavailable ✔ Shared ownership for complex customer issues
Key Takeaways
Collaborators enable Enterprise teams to keep conversations moving, maintain SLAs, and respond faster without dependency on a single agent. This feature improves operational continuity, internal collaboration, and customer experience.
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