When you raise a support request with us, you may want to keep colleagues informed or involve them in the conversation. You can do this by asking us to add them as participants to the support interaction.
Request a participant
To add someone to your support interaction, simply let us know the full name and email address of each colleague you'd like to include. You can add people at any point during your support interaction.
Once we add them as participants, they’ll begin receiving updates from that point. You'll see a notification whenever we add or remove participants.
How replies appear
If you're the person who started the support interaction via the Access Digital Assistant, any replies you send are emailed to all other participants, and the sender address appears similar to: [email protected]
Anyone replying to the support interaction via email can add and remove participants using the To and CC fields in your email.
⚠️ Important: In the email thread, the original user appears under an alias address. If anyone replies and removes that alias from the recipients, it creates a new email chain, so it’s important to keep the alias included.
What participants can do
Participants receive email notifications whenever there’s an update on the support interaction. They can reply directly to those emails, and their responses will be picked up by our support team and included in the interaction history.
📌 Note: Only the original contact will get updates through the Access Digital Assistant. If you add a collaborator, they can only participate via email.
Summary
Here’s a clear look at the difference between the original contact and a participant:
Interaction | Original contact | Participants |
Receives email updates. | ✅ | ✅ |
Can reply by email. | ✅ | ✅ |
Can reply via the Access Digital Assistant. | ✅ | ❌ |