Internal Work & Collaboration Providers — Integration

Overview

Create and synchronize operational work, team discussions, private consultations, and voice huddles linked to a case while Agent Desk retains case ownership and customer-facing status.

Capabilities

• Create and synchronize linked internal work outside Agent Desk

• Open and synchronize team or private collaboration threads

• Open and synchronize linked voice consultation/huddle activity

1. 1

   Step 1

   Configure providers for INTERNAL_WORK and the required collaboration capabilities.

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2. 2

   Step 2

   Launch linked work or collaboration from the case with governed case/context references.

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3. 3

   Step 3

   Receive provider results back into the case timeline and operational state.

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Limitations

• Customer communication remains governed by the case conversation policy while linked work and staff collaboration remain internal operational records.

FAQs

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