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Invite someone into a conversation

Use Conference when you want another person to help with the same live conversation. You remain a participant and the conversation’s assignment stays the same. For example, you can invite a billing specialist while continuing to help the customer.

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Before you invite

• You need permission to read and reply to the conversation.
• You must participate in every active Chat and be connected to its Voice call, when present. You do not need to be the assigned agent.
• The conversation must be Open or Pending. The invited agent must be an active user with the required conversation access, and cannot already participate in the selected conversation or another Voice call.
• Conference includes all active Chat and Voice interactions. You do not choose individual media or invite several people in one request.
• Translated calls that use separate rooms are not supported by Conference.

The invited agent must be Online. An Online agent can be Ready, Not Ready or Off Duty; an Off Duty supervisor can still accept a direct request for help. Away and Offline agents are excluded. An invitation is different from a routed assignment.

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Invite an agent

1. Open the conversation. Beside its media controls in the right rail, select Invite to conference (the person-with-plus icon). Hover or focus the icon to see its label or why it is unavailable.
2. Search by agent name or team, such as Billing. Use All online (the default), On duty (Ready and Not Ready), or Ready to narrow the results.
3. Select one agent, then select Send invitation. The familiar avatar dot and status word show their availability; the subtitle shows their teams.
4. Wait for their response. You can select Cancel while it is still waiting for a reply.

The picker stays beside the call controls so you can use the transcript, Mute and Hold while choosing. On narrower layouts, it opens as a dialog. If the agent is no longer Online when you send, refresh the list and choose another agent. The list is a snapshot of Online colleagues, including those who are Off Duty. Someone shown may already be on another call or become unavailable while you choose; CXP checks whether the invitation can proceed when you send it. If team search is temporarily unavailable, search by the agent’s name instead. The agent has 60 seconds to respond. If you see Response window ended, response controls are disabled; this message does not itself confirm a final operation result. After acceptance, Cancel is no longer available.

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Respond to an invitation

The global invitation banner shows who invited you, the conversation, its media and the response deadline. Select View waiting requests when more than one invitation needs attention.

• Select Accept to join. The conversation opens in your workspace.
• Select Decline to leave your current work unchanged.

For Voice, the browser where you requested acceptance connects through the existing Softphone. Allow microphone access when prompted. Connecting… does not mean Chat participation is ready: when the invitation includes Chat and Voice, Chat becomes available only after the whole join completes. You may already hear the call while Voice is connecting. If you reopen a preparing invitation after a reload, use Connect Voice when offered. This connects the existing invitation; you do not Accept it again. Connected Chat and Voice channels have green circular indicators beside each participant. Calling and unavailable connection states remain visually distinct. These channel indicators describe connection; the picker dots describe availability.

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When the customer adds Voice after Chat

After a Chat-only Conference completes, the customer can add Voice to that Widget conversation. Each eligible Chat agent gets access to the call, regardless of who is assigned. Each agent selects Join Call to connect their own microphone; adding Voice does not connect agent audio automatically. An agent already handling another call keeps Chat access and can try Join Call after leaving that call. If one agent leaves, the remaining agent can continue. The customer can stop and restart Voice without changing the assignment or asking for another Conference invitation. Call access counts toward your Voice workload before you connect audio. If you select Disconnect before joining, CXP cancels your unused call access as well as your Chat participation. Other participants remain. Read any partial-failure message and retry the unfinished disconnection.

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Add an external endpoint

External calling requires an Open conversation with Voice only, a supported call configuration, and an enabled calling identity. Your administrator must have configured outbound calling and at least one outbound caller ID.

1. Select Invite to conference, then Contact or Phone number.
2. Under Contact, search by name, email, or phone and select an existing contact. Choose the saved number to call; contacts without a callable international number are disabled. Under Phone number, enter the full number with its country code.
3. Review Caller ID, the number used to call the external participant. A single configured caller ID is selected and shown with its optional name. If several are configured, choose one from the highlighted field. Calling is unavailable until a caller ID is selected.
4. Review the destination number on the Call button, then select it to place one call.

Calling… shows that the connection attempt is in progress. A connected endpoint may be a person, voicemail or an automated system. Other viewers see External participant; the initiating agent can see the number in the invitation’s progress.

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Cancel an external attempt

Select Cancel beside Calling… if you selected the wrong destination or no longer want to wait. This cancels the added external endpoint and keeps your original customer call connected during normal disconnection. The status changes to Cancelling… while disconnection is confirmed, then Conference cancelled. If the external party joins first, CXP preserves that completed Conference and tells you it already joined. Closing a dialog or dismissing a result does not cancel a call. If you leave before the external party joins, or the original call ends, CXP stops the unfinished attempt automatically. Once the Conference has completed, leaving preserves the remaining joined participants. Selecting a contact here chooses a number to dial. It does not replace the conversation’s customer. Contact and Phone number are available only while no Chat is active. Only enabled outbound caller IDs are offered. A number the customer dialed may be marked in that list when it is also enabled for outbound calling; receiving a call on a number does not automatically make it available as a caller ID. Voice transcripts keep each agent’s name. An added phone endpoint is identified as External participant. Recordings use the conversation’s existing recording configuration and include the shared call audio.

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Understand the result

The status appears below the participants, with the result first and its context underneath. A confirmed success clears after about eight seconds; hovering or focusing it pauses that timer. Participant membership remains visible. A missing Conference result does not mean anyone left. If current participation cannot be refreshed, the roster is labelled Last known participants. Brief disconnection checks run quietly. If disconnection takes longer than expected or cannot be confirmed, a warning appears and clears automatically when current participation is confirmed. If external disconnection cannot be confirmed, the existing safety process may end the affected call. CXP keeps the connection warning until cleanup is confirmed. If a bottom-right notice says Confirming disconnection, it remains visible when you navigate away. The person may still be connected. Refreshing status reads the latest information; it does not place another call or repeat acceptance. CXP does not automatically retry an uncertain external call. Avoid creating another attempt until you have checked the current participants and resolved any connection warning.

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Leave without removing everyone

Use the existing Disconnect action to leave your Chat participation and the Voice connection in that browser. Assignment stays unchanged. An ordinary phone conference continues while at least two people or phone endpoints remain; when only one remains, the call ends. A Widget customer’s Voice call can remain after an agent leaves. The contact row remains available for context. Its Chat and Voice icons show the customer’s current participation, independently of other people still in the call. See Chat and Voice together for partial disconnection and reconnect behavior. Conference does not transfer ownership or provide a separate handover-completion step.