Agent-to-Agent Messaging

What is Agent-to-Agent (A2A)?

Agent-to-Agent messaging lets your team communicate internally without leaving the messaging workspace. Send private messages, share files, request help from supervisors, and collaborate on customer issues — all in real time.

A2A threads are private — customers never see them.

Starting a thread

1. Click the chat bubble icon in the bottom-right corner of the messaging workspace.

2. Click the + button in the thread list.

3. Select one or more team members to add.

4. Optionally add a title for the thread.

5. Type your first message and send.

You can also start a thread from a conversation by clicking the life-ring icon in the message toolbar — this creates an A2A thread with a link to the conversation, so your colleague can see the context.

Searching threads

The thread list includes a search box at the top. When you type:

• Instant match — threads are filtered by title and member names immediately.
• Message search — after a brief pause, your search also checks message content across all your threads. Matching threads appear in a "Message matches" section with a preview snippet showing who said what and when.

Click any search result to open the thread and reply.

Managing threads

Pin a thread — click the pin icon in the thread's title bar. Pinned threads always appear at the top of your list.

Add members — click the three-dot menu (···) in the title bar, then "Add member." You can choose whether the new member sees the full conversation history or only new messages.

Leave a thread — click the three-dot menu, then "Leave thread." You will stop receiving messages but the thread continues for other members.

Minimize — click the minus icon to collapse a thread to a small chip in the corner. Click the chip to reopen.

Moving and resizing windows

A2A thread windows are fully draggable — grab any empty area of the window (title bar, borders, gaps between messages) and drag to reposition. The message area and input box scroll normally.

Resize a thread window by dragging the handle in the bottom-right corner.

File sharing

Click the paperclip icon in the input bar to attach a file or image. Supported formats include images (JPG, PNG, GIF, WebP), documents (PDF, DOC, XLSX, TXT, CSV), and ZIP files. Maximum file size is 10 MB.

Shadow and coaching

Supervisors can shadow an agent's conversation and send coaching messages that only the agent sees (amber bubbles). To shadow:

1. Open the conversation from the inbox.

2. Click the Shadow button that appears in the overlay.

3. Type coaching messages — they appear inline in amber, visible only to the agent.

This is separate from A2A threads but works alongside them. A supervisor might shadow a conversation AND have an A2A thread open for more detailed guidance.

Compliance recording

When compliance recording is enabled (by your administrator), all A2A threads are recorded and cannot be deleted. A COMPLIANCE badge appears on recorded threads. Admins can access transcripts for auditing purposes.

Enabling A2A

Agent-to-Agent messaging is controlled by your administrator. If you do not see the chat bubble icon, ask your admin to enable it in Settings > Agent Messaging.