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Sharing conversations

Sharing gives another user in your organization access to a specific conversation they could not otherwise see — for example, sharing a difficult conversation with a colleague for a second opinion, or with a trainer as a coaching example.

Note

Sharing requires the Share permission on your role. The list of users you can share with is limited by your role's access scope, and recipients must have web portal access.

What a recipient can do

A shared conversation grants limited access: recipients can view it, play it back, download the audio, and add notes — each action still gated by the shared-conversations permissions of their own role. Recipients cannot re-share a conversation that was shared with them.

Shared conversations appear in the recipient's Shared Conversations tab on the Conversations list, and the recipient receives an email notification if an email address is configured for their account.

Sharing from the list

  1. On the Conversations list, select the conversation(s) to share.
  2. Click the Share button, select the target users, and click Apply.

To stop sharing with someone, open the same dialog, clear the checkbox next to their name, and click Apply.

Sharing from the detail page

The Shared access tab of the detail page lists every share grant for the conversation — who shared it, with whom, and when. From here you can Share the conversation with more users or Unshare to revoke access. Revoking a share requires the appropriate permission.

Note

A conversation marked confidential cannot be shared, and a shared conversation cannot be marked confidential until all shares are revoked.

Finding shared conversations

  • The Shared Conversations tab shows conversations shared with you.
  • In Advanced Search, the Shared By and Shared With parameters find conversations shared by or with specific users. To find everything shared with anyone, search for Shared With is not --- NOT SET ---.
  • The list can also display Shared By / Shared With columns; these are not visible by default and are enabled by your administrator (see List layouts and visible columns).