Agent collaboration use cases

Let’s go over a few examples of when it might be appropriate to use each type of conversation participant. 

You may use CCs if you are B2C a company and you need to connect your customer with someone from another department within your company, such as the Billing department.

Here is an example of when to use followers. Let’s say you receive an email from a customer asking if there are additional sizes for a specific type of jacket featured on your online store. You are unsure of the answer, and not exactly sure which department in your company specifically might be helpful in getting you the answer you need. You respond to the user telling them you will follow up with the right departments and get back to them. You want your manager to be aware of the discussion, but not necessarily participate in the interaction, so you loop them in as a follower.

Lastly, you can use @mentions when roping in another agent to a message that might be quite detailed, but only need their advice or expertise on a certain section of a ticket. 

Knowledge Check

Question 1: At a B2B company that provides internet services for startups, an agent receives a Support request from a start-up that would like documentation showing their membership with the internet service company for the past few years. The agent then decides they should loop in the external company that handles their documentation. Should the agent add the company contact as a CC or a follower?