Share a conversation with an authorised colleague
Use the supported share action while keeping access and customer confidentiality in mind.
Before you begin
Open Inbox and check that you are in the correct workspace. Select the conversation and review its latest customer message before taking an action.
Step by step
- 1
Check what is being shared
Review messages and contact details. Share only with a person authorised to see that workspace’s customer data.
- 2
Use the conversation’s share action
Copy the supported link rather than a temporary browser state or a screenshot containing unrelated customer records.
- 3
Verify access
Have the colleague open the link with the intended staff account. A link is not permission to bypass workspace membership.
- 4
Add the reason
Explain which message or decision needs attention. Assign the chat as well if the colleague should own the next support action.
Good to know
Do not post conversation links in public issues or external channels without an approved reason and access policy.
Check the result
Check the conversation status and timeline after the action. When testing, use a separate visitor browser so you can see both sides.
Questions & troubleshooting
The recipient cannot open it
Check their account, selected workspace and access. Do not publish customer content to work around an access restriction.
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