Some Collaboration add-on customers have needed a way to limit the ability of agents to create new side conversations, usually in order to prevent scenarios like front-line agents sending emails to recipients they’re not authorized to send. For example, if a team of BPO agents answering customer questions should never send side conversations as part of the escalation process they should not have the ability to start one in the Support UI.

This early access program (EAP) introduces the ability to toggle the ability to start side conversations when configuring agent roles, which will allow an admin to disable the ability in the BPO role in the above example. Note: role configuration is limited to the Enterprise plan.

This EAP is available to Collaboration add-on customers with Enterprise accounts.

There are a few things we ask:

1. Provide feedback on the feature, ease of use, and documentation
2. Report any bugs
3. Be open to working very closely with us, initially and ongoing through this stage
4. Willingness to get it wrong, in order to make it better

All you have to do is fill in some information and you're ready to go!