How do I show a conversation to a colleague who cannot see it in SyBox (@open)?
Updated
In SyBox, this is done in Inbox > Quick replies, internal notes and mentions. Sometimes a colleague who works on another line needs one conversation. You can open that one conversation to them, without giving them the whole line. Open the conversation and switch to "Internal note". Type "@open" (it is in the @ list, "Show this conversation to a colleague who cannot see it"), then pick the colleague. The colleagues who cannot see the conversation are listed first; under a line come those who…
How to show a conversation to a colleague who cannot see it (@open)
- Sometimes a colleague who works on another line needs one conversation. You can open that one conversation to them, without giving them the whole line.
- Open the conversation and switch to "Internal note".
- Type "@open" (it is in the @ list, "Show this conversation to a colleague who cannot see it"), then pick the colleague. The colleagues who cannot see the conversation are listed first; under a line come those who already can, who are simply mentioned.
- Send the note.
The colleague now has the conversation in their list, with its whole history and new messages as they arrive, and can answer the customer from the line the customer wrote to. Nothing else on that line opens to them. A strip over the conversation shows them "Opened to you by" and your name. You see "Opened to" with their name; click × ("Close it to them") to take it back, and it leaves their screen at once. If everyone can already see the conversation, the list says "Everyone can already see this conversation".
Who can do it: the workspace admin, and users with the permission "Open a conversation to a colleague (@open)" in Settings > Team and customers > Users. It is off for everyone else.
More about Quick replies, internal notes and mentions.