When you raise a support request, you can keep colleagues informed or involve them in the conversation. Ask us to add them as participants to the support interaction.
Request a participant
To add someone, send us the full name and email address of each colleague you want to include. You can add people at any point in the support interaction.
Once we add them, they receive updates from that point on. You see a notification whenever we add or remove participants.
How replies appear
If you started the support interaction in the Access Digital Assistant, we email your replies to all other participants. The sender address looks similar to [email protected].
Anyone replying by email can add and remove participants in the To and CC fields.
⚠️Important: In the email thread, the original contact appears under an alias address. Keep the alias in the recipients when you reply. If you remove it, you start a new email chain.
What participants can do
Participants get an email whenever the support interaction updates. They can reply directly to those emails, and our support team adds their responses to the interaction history.
📌Note: Only the original contact gets updates through the Access Digital Assistant. Participants you add can only take part by email.
Summary
Here's how the original contact and participants compare:
Original support contact: receives email updates, can reply by email and can reply in the Access Digital Assistant.
Participants: receive email updates and can reply by email, but can't reply in the Access Digital Assistant.