The Collaborator feature allows you to invite other teammates to participate in the same conversation without transferring ownership. The primary assignee retains full responsibility for the conversation, while collaborators can assist and help resolve issues more efficiently.

# Overview

1. Key Features

No ownership transfer: Inviting collaborators does not change the primary assignee. SLA and performance metrics remain clearly assigned.
Real-time cross-team collaboration: Sales, CS, and Presales can join the same conversation simultaneously, eliminating the need for repeated reassignment.
Collaboration notes: You can include a note when inviting collaborators so they can quickly understand the context and support focus upon joining the conversation.
Flexible collaborator management: Add or remove collaborators at any time, supporting both one-time and ongoing collaboration scenarios.
Clear task prioritization: Easily distinguish between “Owned conversations” and “Collaborated conversations” in your inbox to manage workload effectively.

2. Example Scenario

A customer requires both presales consultation and after-sales support. The CS agent remains the primary assignee and can invite a Presales teammate as a collaborator. Both can respond within the same conversation, ensuring a seamless experience without requiring the customer to repeat information.

# Instructions

1. What is a Collaborator?

A collaborator is an agent invited to participate in a specific conversation and can assist without becoming the primary owner. Below are the key definitions and capabilities:

Role definition: Collaborators are not the primary assignee. Responsibility ownership and SLA tracking remain with the original assignee.
Access scope: Limited to the specific conversation they are invited to; no access to other conversations.
Self-removal: Collaborators can remove themselves from the conversation at any time.

⚠️ If a user with Owner or Primary Admin permissions is added as a collaborator, they will still retain full permissions (such as assignment and resolving conversations) and are not restricted by standard collaborator limitations.

Feature	Assignee	Collaborator
Send messages / templates / files	🟢 Yes	🟢 Yes
Add internal notes / tags	🟢 Yes	🟢 Yes
Edit contact information	🟢 Yes	🟢 Yes
Resolve / reopen conversation	🟢 Yes	🔴 No
Add collaborators	🟢 Yes	🔴 No
Remove collaborators	🟢 Yes	🔴 No
Mark as follow-up	🟢 Yes	🟢 Yes
Remove yourself as collaborator	(If becoming the assignee, you are no longer a collaborator)	🟢 Yes

2. Invite Collaborators

Open a conversation and click “Add Collaborator” in the right panel
Search and select members to invite (individuals or teams)
(Optional) Add a note to explain the support context
Once confirmed, collaborators gain access immediately and receive notifications

If notification settings are enabled, you will receive in-product notifications as well as browser or app notifications. For more details, refer to: Tutorial｜CAAC Notifications
Users with access to the conversation can view collaboration notes in the contact profile

💡 Notes

Each conversation can have up to 10 collaborators
If a user cannot be added, they will not appear in the selection list
Users who are already the assignee or collaborator cannot be added again
Only users with access to the conversation can invite collaborators
Collaboration notes are limited to 100 characters
Collaborators cannot be added when the conversation is “Unassigned”

3. Remove Collaborators

The assignee, Owner, and Primary Admin can remove any collaborator
Collaborators can remove themselves
Once removed, the user will no longer have access to the conversation

4. Behavior During Reassignment

Whether the original assignee is automatically added as a collaborator upon reassignment depends on the toggle setting configured by admins under 『Settings → Assignment → General』 in the “Reassignment” section.

Toggle State	Behavior After Reassignment
Off (Default)	The original assignee is not automatically added as a collaborator; the assignment transfers completely, and the original assignee loses access to the conversation.
On	The original assignee is automatically added as a collaborator and retains access to the conversation.

The new assignee becomes the primary owner and receives a notification

Admins can configure this under 『Settings → Assignment → General』 in the “Reassignment” section.

⚠️ If the collaborator limit (10 users) is reached, the original assignee will not be added as a collaborator. (This condition only applies when the toggle is turned on.)

5. Inbox View

Owned: Conversations where you are the assignee
Collaborated: Conversations where you are invited as a collaborator

6. Impact of Assignment Types

Permanent assignment: Collaborators remain after the conversation is resolved
Standard assignment: Collaborators are removed after resolution

For more details, see: Tutorial｜CAAC Assignment Types

# FAQ

Q1: Will the primary assignee change after inviting collaborators?

No. Adding collaborators does not affect the primary assignee.

Q2: Can collaborators resolve a conversation?

No. Only the primary assignee has permission to resolve or reopen conversations. Collaborators can send messages and leave notes, but cannot change the conversation status.

Q3: How many collaborators can be added to a conversation?

Up to 10 collaborators (excluding the primary assignee).

Q4: Can collaborators invite others?

No. Only the primary assignee can add or remove collaborators. Collaborators themselves do not have permission to invite others, except for Owner and Primary Admin roles.

Q5: Will collaborators remain after the conversation is closed?

For standard assignments, collaborators are automatically removed after the conversation is closed. For persistent assignments, collaborator settings will be restored when the conversation is reopened.

Q6: What happens if a collaborator is a team and one of its members is also added individually?

The system treats “team” and “individual” as separate collaborators, and both can be added.

Q7: What happens if a collaborator’s account is deactivated?

Once the account is deactivated, the system will automatically remove the user from the collaborator list. The collaboration structure of the conversation will not be affected.

Q8: After reassignment, can the original assignee still participate in the conversation?

It depends on the admin's settings. If the “Reassignment” toggle under 『Settings → Assignment → General』 is turned on, the original assignee will automatically become a collaborator after reassignment and can continue to view and participate in the conversation (unless the 10-user collaborator limit has been reached). If the toggle is off (default), the original assignee will lose access to the conversation.

Q9: If the assignee (User A) belongs to a team (Team X) that is added as a collaborator, will User A’s permissions be restricted?

No. Assignee permissions always take priority.

Note: The system does not allow adding the same user again as an individual collaborator if they are already the assignee. However, it does allow adding a team (e.g., Team X) that includes the assignee as a collaborator (for example, to give visibility to the entire technical team).

Q10: Can an AI Agent be added as a collaborator? If so, will it reply automatically?

Yes, it can be added, but it will not reply automatically. An AI Agent will only actively respond when it is set as the Primary Assignee.

If the AI is added as a collaborator, it will remain inactive and will not automatically detect or respond to new messages in the conversation.

Q11: Does the system support AI automatically analyzing messages and inviting relevant teams (e.g., Sales or Engineering) as collaborators?

Not supported at the moment. The “Add Collaborator” feature is currently designed for human-to-human collaboration.

AI cannot yet automatically analyze customer intent (e.g., mentioning both order and technical issues) and trigger collaborator invitations. This still requires manual action.

Q12: If I want a setup where “AI responds and humans supervise,” how should I configure it?

You can set the AI Agent as the primary assignee (recommended with Persistent Assignment), and assign human agents as collaborators. In this setup, the AI will attempt to respond to every message first, while human collaborators can monitor the conversation and step in when needed.

Note: If the conversation uses persistent assignment, the AI Agent will remain the assignee even after the conversation is resolved. When reopened, the AI Agent will continue responding automatically.

Q13: What should collaborators do after completing their tasks? Will the original assignee be notified?

Self-removal: Collaborators can remove themselves from the conversation after completing their tasks.

Notifications: When collaborators leave internal notes or remove themselves, the system will not send notifications to the primary assignee.

Recommendation: Task completion is typically reflected through conversation updates or when the primary assignee resolves the conversation.

Q14: Can the “collaboration note” added during invitation be viewed later? Will it trigger notifications?

Invitation notification: The note added during invitation will be included in the notification sent to collaborators.

Afterwards: This note is only used at the time of invitation. If collaborators later leave internal notes in the conversation, the primary assignee can view them, but no notification will be triggered.

Q15: Is there an API available to add collaborators via external systems?

In development. The Assign Collaborator API is currently under development. Please stay tuned for future updates.