# 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**
1. Open the relevant conversation in DoubleTick 2. Navigate to the **Collaborators panel** 3. Select **Add Collaborator** 4. Search for and select the desired user 5. 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.