A collaborator can see and contribute to a conversation without becoming its assignee. This article covers how to add and remove collaborators, where they appear in the Inbox, and how their activity is logged.
Before you begin
Collaborators isn't available on White Label or Reseller plans.
A conversation can have up to 9 collaborators.
What is a collaborator?
A collaborator can do everything the assignee can in a conversation, including sending messages, adding comments, updating tags and Contact fields, and reassigning or closing the conversation.
AI Agents can't be added as collaborators.
How to add a collaborator
There are three ways to add a collaborator to a conversation.
Add a collaborator from the conversation header
Click the Collaborators button next to the Assignment dropdown.
Search for a teammate in the dropdown.
Select the checkbox next to each person to add as a collaborator.
Add a collaborator from the quick actions menu
Select Collaborators from the quick actions menu in the conversation list.
Search for a teammate in the dropdown.
Select the checkbox next to each person to add as a collaborator.
Add a collaborator by mentioning them in a comment
Teammates can also be added by tagging them in an internal comment (@mention), if the Workspace has the Add collaborators via @mention setting turned on.
If 9 collaborators are already selected, the remaining options in the dropdown are disabled until a collaborator is removed. When the count drops back to 8 or fewer, the disabled options become selectable again.
Once collaborators are selected:
The collaborators appear next to the assignee — a maximum of 3 avatars are shown, with any additional collaborators shown as a count (e.g. "+2").
The dropdown header shows the count as Collaborators (X/9) — for example, Collaborators (1/9) when 1 is selected.
How to remove a collaborator
Here’s how to remove a collaborator from a conversation:
Click the Collaborators button next to the Assignment dropdown, or click Collaborators from the quick actions menu in the conversation list.
Deselect the collaborator to remove them.
Any collaborator or the assignee can remove a collaborator — there's no restriction on who can remove whom.
Once removed:
The conversation disappears from that person's Collaborations Inbox.
They'll see a notification in their Notification Center letting them know they were removed.
FAQ and troubleshooting
Can I be both the assignee and a collaborator on the same conversation?
Yes, you can hold both roles on the same conversation.
What happens if I remove myself as a collaborator?
The conversation no longer appears in your Collaborations Inbox.
If you're the assignee, you'll still see it in Mine Inbox.
Does tagging a teammate always add them as a collaborator?
Only if the Workspace has the Add collaborators via @mention setting turned on. Go to Settings > Workspace Settings > Conversations > Advanced Settings > toggle on Add collaborators via @mention.
If the setting is turned off, tagging still notifies your teammate but doesn't add them as a collaborator.
