One of our core tenets is that customer service is everybody's business. And when we say everybody, we mean your colleagues outside the shared mailbox as well.
To productise this philosophy, Hiver will allow agents of a mailbox to invite colleagues who are not part of the mailbox to help out on conversations, as their expertise or opinions would be needed to resolve the conversation.
This collaboration is made possible through a shared space for the conversation that's accessible by the members of the shared mailbox and the collaborators. Within this shared space, the collaborators can view the latest emails exchanged on the conversation and then respond to or create Hiver notes that are synced back to the Hiver conversation.