How do I create an email channel for collaboration or internal conversations?

Agents can have internal conversations on requests when you've set up a separate email channel for internal messages. When the agent wants to start an internal message, they select the internal channel.

To create a separate email channel, create a new channel and set the Purpose field for the channel to Collaboration.

When starting the internal conversation, the agent must select the internal channel. For example [e-mail] Replies appear in the conversation.

For external communications, agents still use the channel you created for the requests. For example [e-mail] Replies are captured as messages on the request.