Control Center
Inviting Collaborators
Bring in AI agents or colleagues to help — visibly or behind the scenes.
You can invite other agents or colleagues into a conversation when you need help. Only the primary assignee of a conversation can send invites.
Prerequisites
- You must be the primary assignee of the conversation.
Two Invite Modes
| Mode | Who sees the messages |
|---|---|
| Invite to Collab | Everyone, including the customer |
| Invite to Whisper | Only agents — the customer cannot see whisper messages |
Sending an Invite
- In the chat header, click the assign dropdown (person icon with chevron).
- Select Invite to collab or Invite to whisper chat.
- The invite modal opens with two sections:
- AI Recommendations — agents suggested based on the conversation's topic
- All Agents — a searchable list of all available agents
- Select one or more agents. Each entry shows their current availability status.
- Click Invite.
@Mentioning Participants
Once someone has joined, you can mention them in messages:
- Type
@in the message composer. - A dropdown appears with matching participants.
- Select a name to insert the mention.
Mentions work in both Reply and Whisper mode.
Viewing Participants
Click the participant avatars in the chat header to open the participants dropdown. Participants are organized into:
- Collaborators — visible to the customer
- Whisper chat — in the private channel
Removing a Participant
- Open the participants dropdown from the chat header.
- Click Remove participant next to the person you want to remove.
Note: Only the primary assignee can remove participants.