Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
Switching side conversations on, choosing which types agents may start, and the address replies come from.
Turn them on
- Open Admin Center, then Workspaces, then Side conversations.
- Activate side conversations.
- Choose which types are available: email, child ticket, and any messaging tools you have connected.
- Save.
Which address they come from
Side conversation emails are sent from an address associated with your account, and the recipient replies to that. It is worth checking what an external supplier actually sees, because a message from an unfamiliar address is a message that gets ignored or reported as spam.
Connecting Slack or Teams
Both need their own integration set up before they appear as options. Once connected, an agent can start a thread in a channel and the replies come back onto the ticket. Useful where the people you consult live in chat rather than email.
Restricting who can start them
Agents can be prevented from starting or replying to side conversations, through their role. That is occasionally the right control, for instance where an outsourced team should not be contacting your suppliers directly.
Tell people what to expect
Suppliers receiving a side conversation for the first time often assume it is automated. A short, human first line and a signature go a long way, and that is a habit rather than a setting.
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