During a Collaboration Session, a Collaborating Technician can perform the following actions:

Accept an invitation to take over the Lead Technician role

Once the Lead role is accepted, the technician assumes all of the capabilities of a Lead Technician.

Chat privately with Collaborating Technicians

The customer will not see the communications. Collaborative chat is available even when chat with the customer is disabled at the Technician Group level.

Leave the Collaboration Session

The session does not end. Others will be able to continue to support the customer.

Place a session on Hold, but only for himself

Others will be able to continue to support the customer.

The customer will not see the communications. Collaborative chat is available even when chat with the customer is disabled at the Technician Group level.

Transfer the session

Only available if this feature is enabled at the Technician Group level in the Administration Center.

Screen sharing

Only available if this feature is enabled at the Technician Group level in the Administration Center.