# 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.
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