User management

When your support agents need internal help with a customer question, they 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.

In this article

• What can collaborators access?
• Add a collaborator user
• Tag a collaborator on a conversation

What can collaborators access?

Collaborators are internal users who have access to sufficient information to assist your support team behind the scenes and don't directly interact with customers.

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. Organizations on the Ultimate plan can add an unlimited number of Collaborators. Enterprise plans include the same number of Collaborator roles as Full-Time roles.

1. Go to Settings > Users > Users.
2. Select Add User.
3. In the Type of User drop-down menu, select Collaborator.
4. Enter the name and email address of 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.