Share a Session with Other Representatives

Invite an External Rep Dropdown

Invite a representative to join a session by clicking the Share button in the session tools. By default, only teams to which you belong will be listed.

There are several ways through which you can invite a representative to join a session. You can use Request Help to route your request so that it is targeted at a specific support issue. Only issues that have been configured to allow you to request help will display on this list.

You can select a representative listed in the teams displayed to invite him or her to join the session.

If you select Any Representative, the invitation will be sent to the team queue so that any single representative in the selected team can join the session. You can send multiple invitations if you want more representatives from the team to join your session.

Representatives will be listed here only if they are logged into the representative console or have extended availability enabled.

If you are permitted to share sessions with representatives who are not members of your teams, additional teams and Embassies will be displayed, provided that they contain at least one member logged in or with extended availability enabled.

When you invite a representative with extended availability enabled, he or she will receive an email notification.

If you have sent an invitation and it is still active, you may revoke the invitation by selecting it from the Cancel Invitation menu. Only the session owner can send invitations. Invitations do not time out as long as you remain the session owner. Multiple active invitations cannot exist for the same representative to join the same session.

An invitation is made inactive when one of the following events occurs:

  • The inviting representative cancels the invitation
  • The inviting representative leaves or transfers ownership of the session
  • The session ends
  • The invited representative accepts the invitation
  • The invited representative declines the invitation

When an additional representative joins a shared session, he or she will be able to see the chat history for the previous few minutes.