Collaboration Window

If you are a dispatcher, you can use Collaboration to delegate activities to a field manager, who works with the resources in the field. If you are a helpdesk operator, you can use Collaboration to monitor helpdesk chats. The Collaboration window is the main window that you use for both, chatting with resources, and using helpdesk.

You can see the user avatars next to the names of the users on all Collaboration pages. Further, you can also see their online or offline status. A green dot indicates that the resource is online and a white dot with a gray outline indicates that the user is offline. System messages, Broadcasts, Helpdesks, and Conferences display the corresponding icon next to them. Helpdesks show the online status, similar to that of users. You will always see the Chats and History tabs, with the Notifications tab, if applicable, even if you don't have active chats.

This screenshot shows the Collaboration window:

The left pane includes the Chats, Helpdesk, and History tabs and the right pane shows the details of the selected chat. The left pane also shows the avatars and online or offline status of the users. This table lists the actions you can perform on each tab:

Chats	Helpdesk	History
Communicate about the activities and equipment. Share images, activities, inventory, and resources. Transfer activities and inventory. Locate the nearby resources. You must enable Smart Location to manage location and find the nearby resources. Share your current location.	Route helpdesk requests to the required agents. Transfer conversations from one agent to another.	View the history of the chats.

Apart from the tabs, the Collaboration window includes these options:

• Options menu: Use this menu to perform actions such as view History, Add to Address Book, Call, Leave Conversation, Share Activity, and Reassign Activity.
• Start video: Use this option to make a video call to a resource.
• Add user: Use this option to add another resource to the current conversation.
• New conversation: Use this option to start a new one-to-one chat, send a group message, or look for a nearby resource and start a chat with them.

You can view these as well on the Collaboration window:

• A list of active chats and broadcasted messages.

• A list of helpdesks added to your Address Book.

• A list of other Collaboration users, which is the contacts you have added to your Address Book.

• Collaboration Alert Messages: If you use collaboration as a delivery channel in message scenarios, then the alerts from the message scenarios are displayed as message alerts. Such message alerts have these properties:

  • All message alerts are grouped under the System Message Collaboration window.

  • The user-defined content in the Subject and Body fields of the Patterns tab displays as a message alert in the Collaboration window. If no content is specified in the subject and body fields of the Patterns tab, then a blank message alert displays.

  • The message alerts are read-only and you cannot reply to the message alerts.

  • The message alerts are available in the chat history if you remove them from the Collaboration window using the Leave Message option.

When there are no active Collaboration or Helpdesk chats when you open the Collaboration window, you see the start new conversation option by default. If your device is offline, Collaboration does not work in your mobile interface.