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Contributors

A Contributor is a colleague an Agent can consult during a Workflow Chat. Configure who to contact and how to reach them; the Agent can pause for their reply and continue with their guidance. This does not create a new Workspace membership or change the colleague's permissions.

Add a Contributor​

  1. Open a saved Workflow and select Contributors.
  2. Choose Add Contributor and enter a Title, such as product_expert. This identifies the responsibility the Agent should consult.
  3. Select the Member. The picker lists Workspace managers.
  4. Select at least one contact channel: Email, SMS, Voice Call, or Fax. Check that the selected Member can be reached through that channel.
  5. Add a Hint explaining when to ask this Contributor, then save.

In the Workflow or relevant Task's Abilities tab, add Contributor. Use the Workflow prompt to describe what requires human guidance and what the Agent should do while waiting.

Check the handoff​

Test a Chat that needs the Contributor's help. Confirm that the request reaches the selected colleague, their reply returns to the Chat, and the Agent continues with that guidance. Publish the updated Workflow when the handoff works as intended.

Edit the Contributor row to change the colleague, channels, or hint. Deleting the row removes that consultation route from the Workflow; it does not remove the Member from the Workspace.

For automated review before an assistant responds, configure a Supervisor. For bringing a person into the Chat, see Human Escalation.