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AurionAI

Share a conversation with a link

4 min readBy Emmanuel Yazbeck

Who sees this: Inbox — profiles Helpdesk and AI Voice + Helpdesk. Roles: Agent, Supervisor, Admin and Owner can share. Read-only users can share only with the Manage conversations permission.

A share link lets someone read a conversation without signing in to AurionAI, for example a manager or an outside expert. The link works for a limited time, and you can let the person add comments.

Anyone who has the link can open it. Send it only to the person who needs it.

Prerequisites

  • Your organization uses the Helpdesk or AI Voice + Helpdesk profile.
  • Your base role is Agent, Supervisor, Admin or Owner, or you have the Manage conversations permission.
  • The conversation is not archived, marked as spam or deleted. These conversations cannot be shared.
  • You did not open the inbox from a link that ends in shared=1. Such a link opens the inbox read-only, whatever your role.

Steps

  1. Open the conversation.
  2. At the top of the conversation, select Share. The window Share conversation opens.
  3. In Permission, choose what the person can do:
    • View only: the person can read the conversation.
    • View + comment: the person can read the conversation and post comments.
  4. In Link expires after, choose 1 day, 3 days, 7 days, 14 days or 30 days. The default is 7 days.
  5. Select Generate link.
  6. Select Copy and paste the link in your message to the person.
  7. Select Done.

The Share conversation window with the permission and expiry choices

A conversation has only one working link at a time. When you make a new link, every older link for the same conversation stops working.

Result

The window shows the link, its end date and its permission. The Activity tab of the conversation records Created a share link.

What the person sees

The link opens the page Shared Conversation. No sign-in is needed. The page shows:

  • the subject, the channel, the status and the end date of the link;
  • the messages of the conversation. Internal notes, and files attached to internal notes, are never shown. For a long conversation, only the newest messages appear, with a note that earlier messages are not displayed;
  • the attachments, which the person can open.

Under the title, the page says Read-only view or View + comment.

The person cannot reply to the customer or change the conversation. With a View + comment link, the page also has the section Add a comment:

  • Your name (optional): up to 200 characters. If it stays empty, the comment is signed Anonymous.
  • The comment itself: required, up to 5,000 characters. Post comment stays grey while it is empty.

A View only link has no comment section, and AurionAI refuses comments sent with it.

A comment appears in the conversation in the inbox, on the customer's side of the thread. It starts with the name the person typed, in square brackets, for example [Anonymous]. The customer does not receive the comment.

To stop a link, open the window Share conversation again, from the same conversation or right after you made the link:

  1. Select Revoke link next to the link. The window shows its end date and its permission, but not the link itself.
  2. The window says This share link has been revoked. Close the window, or select Generate link to make a new link.

The Activity tab records Revoked the share link.

If something goes wrong

  • Share is missing. Your role cannot share, or you opened the inbox from a link that ends in shared=1. Read What your role allows in the inbox.
  • An error appears when you select Generate link. The conversation may be archived, marked as spam or deleted. Bring it back to the inbox first. Read Snooze, resolve, archive or delete a conversation.
  • The person says the link has expired or has been revoked. Make a new link and send it.
  • The person says the conversation is no longer available. The conversation was deleted, or your organization's account is no longer active.
  • The person cannot post a comment. The link is View only. Make a new link with View + comment.
  • Copy fails. Select the link in the field and copy it with your keyboard.

Still stuck? Submit a request or .