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Add collaborator users

Last Update: Nov 2024 • Est. Read Time: 2 MIN
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When your support agents need internal help to ask about a customer question, they'll often ask a team member. This could range from a brief confirmation with a supervisor to a more involved walkthrough with subject experts outside of your support team. In all these cases, that team member needs the context and history of the customer to respond efficiently, even if they won't interact directly with the customer.

Not all team members need daily full access to Kustomer. Collaborator users are internal-only team members who consult on conversations and support your agents.

Who can access this feature?
User typesManagers and Admins can add collaborators.


In this article

What can collaborators access?

Collaborators are internal users who can see enough info to assist your support team behind the scenes and who don't directly interact with customers.

FeatureCollaboratorFull-time User
Searches
Customers
Conversations
Create notes on conversations
@mention team members in notes
View internal/public knowledge base
Be assigned to and comment on tasks


Respond directly to customers
Reporting access
Can be assigned permission sets


Collaborators can be identified visually by their avatar, which has a diagonal line through it to indicate they are not full-time users.

Add a collaborator user

Anyone with Manager, Administrator, or Org Owner permissions on your team can add collaborators to your organization.

  1. Go to SettingsUsers > Users.
  2. Select Add User.
  3. In the Type of User drop-down menu, select Collaborator.
  4. Enter the name and the email for the collaborator.
  5. Select Add User to confirm.

Tag a collaborator on a conversation

Agents can use notes to @mention a collaborator. A collaborator will be notified per their notification settings about the mention, and can reply to the agent using notes of their own. See this article to learn how to use notes in conversations.