When should I invite a team member to join a conversation?
There are a few circumstances in which you could invite one or more team members to join a conversation with a lead or a customer:
The lead or the customer chooses the wrong topic (If you use automatic chat dispatching). In that case, you'll want to invite the right team members to join the channel.
The team members currently present in the conversation cannot meet the lead/customer's needs in real time and need to add someone else to the conversation to meet their needs in real time.
You simply want to show/share a specific conversation with one of your team members.
How to invite a team member to join a conversation:
Option A (Recommended)
Directly @ the team member’s name in the channel you want him/her to join. Then click “invite them to join”.
You can invite a team member to a channel with a simple slash command. Just type /invite @username to send the invitation.
Click the settings icon and “Invite team members to join," then select which team member you want to invite.