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Following
Do you wish you could easily include other team members without manual notifications? Look no further than the new Following feature.
This new feature improves communication between support agents by allowing them to stay up-to-date on conversations they’re interested in, even if they’re not assigned to them. This means adding additional internal team members to conversation notifications without disclosing their identity to end users. There is no limit to the number of followers that can be included in a conversation, making it easy to loop in anyone who needs to be involved.
Adding followers is simple. Add them as an internal note and @mention them, and they will receive a notification directing them to the conversation. This makes it easy for agents to collaborate and share information without constant manual notifications.
The Following feature lets agents stay informed about conversations they care about without needing to be assigned to them. Before, when an agent was mentioned in a conversation, they were only notified for that unique note. With the Following feature, agents can follow conversations, meaning they’ll have access to every conversation they believe is important to them.
Another benefit of the Following feature is that it allows for more efficient use of time. Often, a message needs to be seen by another member of your team. With the Followers feature, you can quickly loop in the right team members without wasting time on manual notifications.
Finally, the Following feature ensures that important conversations don’t get forgotten. With everyone on the team staying up-to-date, it's much more likely that nothing will be missed.