Clicking the Invite button opens a pane of options related to inviting a customer to the Collaboration Room. The following means of inviting a customer are currently supported:

  • SMS: The customer receives an automated message, via SMS, containing a link. Clicking the link opens the Collaboration Room in a browser window.

    Note: To use the SMS invite option, SMS management must be activated by purchasing a phone number from which to send the messages. For more information, refer to Activating SMS Management.
  • Email: The customer receives an automated message, via email, containing a link. Clicking the link opens the Collaboration Room in a browser window.

The get link option, which provides the URL to the Collaboration Room so it can be shared with the customer, is enabled only after a customer is invited by email or SMS. For more information about using the get link option, refer to Re-inviting Customers to the Room.

When you invite a customer to a new Room (by email or SMS), the system automatically checks whether the mobile phone number or email address used in the invitation is associated with an existing Collaboration Room. If an existing Room is found, the two Rooms (existing and new) are merged into one. All content uploaded to the Room at any previous point in time, by any agent, is visible and accessible. For example: 

To invite a customer to a Room via SMS:

  1. Verify that you have activated SMS management by purchasing a phone number from which to send the messages. For details, refer to Activating SMS Management.
  2. At the upper left corner of the Collaboration Room tab, click Invite.
    The SMS option is displayed by default.
  3. Enter the customer's mobile phone number, first name and last name in the appropriate fields. (All fields are mandatory.)
    The phone number must include all prefixes.
  4. Click Send.
    A confirmation message is displayed, and the customer receives an SMS with a link to the Collaboration Room.
    When the customer presses the link to open the Room, all messages and content previously uploaded to the Room are visible and accessible to the customer.  

To invite a customer to a Room via email:

  1. At the upper left corner of the Collaboration Room tab, click Invite, and then select Email
    The Email option is displayed.

  2. Enter the customer's email address, first name and last name in the appropriate fields. (All fields are mandatory.)
  3. Click Send.
    A confirmation message is displayed, and the customer receives an email with a link to the Collaboration Room.


    When the customer clicks the link to open the Room, all messages and content previously uploaded to the Room are visible and accessible to the customer.

Revision:

Comments