Sharing a conversation
Give a teammate access to one specific conversation — by name or with a link — and control the access level, without granting the whole channel.
Sometimes one conversation matters to a teammate who does not work the line it lives on. Maybe you want a second opinion on a tricky email, or you hand a text thread to the person who owns that customer. Sharing the whole mailbox would be too much. Sharing the conversation is exactly enough.
Open the conversation and click the share button in its header. The dialog shows who can open this conversation today. Managers can also add people, set the link's access, and keep the conversation out of team and contact shares.
People with access
The list shows everyone in your org who can open this conversation, and why:
- Via line — people with access to the email account or phone number the conversation lives on. They always have access; the dialog cannot remove it. To change it, manage the channel itself in Settings.
- Added by name — teammates someone shared this conversation with. Each row shows their level, and a manager can change or remove it.
- Has link access — teammates who opened the link while it granted access. Their level follows the link's current setting.
When you add a teammate, the conversation appears in their inbox right away. Their view of it is their own: their read state, labels, and archive choices never touch yours.
Access levels
| Level | What they can do |
|---|---|
| Can view | Read this conversation, and join its team comments. |
| Can send | Read and reply. The reply goes out from this conversation's own line. |
| Can manage | Everything in Can send, plus manage who has access, the link setting, and the share-exclusion switch. |
Anyone with access to the conversation's line automatically holds Can manage here. They already read and send on the channel, so control of the sharing comes with it.
Replies continue the conversation in place
A teammate with Can send replies from the conversation's own line — the person on the other side sees the number or address they already messaged, and everyone with access sees the reply in the same conversation. The message records who wrote it. This applies to conversation shares only; a team share still sends from the member's own lines.
General access: what the link does
Every conversation has a link. Click Copy link in the dialog footer to copy it. The dropdown under General access decides what the link does:
| Setting | What happens when an org member opens the link |
|---|---|
| Restricted (default) | The link is a plain deeplink. Only people who already have access can open it; everyone else sees a "not shared with you" notice. |
| Org can view | They can read the conversation. |
| Org can reply | They can read and reply. Replies go out from the conversation's own line. |
| Org can manage | They can also manage sharing. |
The link never works outside your org. A recipient must first sign in to your workspace.
The setting applies live
A person who opens the link does not keep a frozen copy of the access. Their level always follows the link's current setting. Lower the setting — say, from Org can reply back to Restricted. Everyone who came in through the link loses that access at the same moment. People added by name keep their named level.
Keep a conversation out of team and contact shares
Teams and shared contacts share conversations in bulk: everything a contact or a team covers. Sometimes one conversation must not ride along — a salary discussion, a legal matter, a complaint about a teammate.
The Keep out of team and contact shares switch, at the bottom of the share dialog, is that valve. Turn it on. The conversation then never surfaces through a team share or a shared contact — now or later, no matter who shares what.
The switch does not hide the conversation from people with access to its line. It also does not undo an explicit share of this exact conversation: names you add in this dialog, and link access, still work. It only blocks the bulk routes.
Anyone with Can manage on the conversation can flip the switch. The share dialog's title shows an "excluded" tag while the switch is on.
What a recipient sees
A teammate you add by name finds the conversation in their inbox, like any other. A teammate who opens a granting link lands in the conversation directly. Either way:
- They see the whole conversation history, in their own view.
- With Can view, they read only — the composer offers no sending line.
- With Can send or higher, they reply from the conversation's own line, in place.
- New messages in the conversation keep reaching them, live.
- Every level can discuss the conversation with the team in its team comments panel.
If a link recipient sees "This conversation is shared by invitation" instead, the link is Restricted. Ask the person who sent the link to add them by name, or to raise the link's General access.