Resolving internal support requests in Slack often requires input from people outside the core support team. Depending on the nature of the request, agents may need help from someone in procurement, admin, legal, security, or any number of internal functions. Until now, there was no proper way to involve such stakeholders in certain requests without giving them full visibility or flooding them with updates irrelevant to their context.

To address this gap, we're excited to introduce ‘Participants’ in ClearFeed - a new role that lets you add collaborators to a single support request without adding them to the Triage channels or granting agent access. The role is purpose-built for internal collaboration on Slack without compromising context, privacy, or control.  

What this means for you: 

• Add any Slack user from your organisation to a single support request
• Let them reply from their Slack DMs
• Remove them anytime from the request

Let’s take a closer look at how participants work and how to use them. 

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How Participants Work

ClearFeed’s ParticipantParticipant role is built to let you involve non-agent stakeholders in specific support requests directly in Slack. Here’s how it works: 

1. Add a Participant

Agents can add Participants to a request from:

• The request thread in Slack
• The Triage channel

They can select one or more Slack users to be involved. The Participants will have access to public messages, and any replies they send will be posted as public replies in the thread.

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2. Participants receive a Slack DM with context

As soon as someone is added as a Participant, ClearFeed sends them a Slack DM with:

• The name of the agent who added them
• A summary of the request
• Public message history for context

Participants can reply directly from the DM, and their messages will sync automatically to the original request and Triage. No extra permissions or logins required.

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3. Replies and reactions sync in real-time

Participants can reply directly from their Slack DM, and their messages are posted as public replies in the request thread. 

If a Participant edits or deletes a message, the change is reflected across all views. Similarly, any updates made to the request thread are mirrored in the Participant’s DM, ensuring both sides stay in sync.

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4. Participants can be removed by agents

Participants are meant to be brought in temporarily for the duration they’re needed on a request. Agents can remove them at any point from Slack or the ClearFeed Web App.

When removed:

• They stop receiving any further updates on the request
• The DM becomes read-only
• A notification is posted in the request thread, letting others know the Participant has been removed

They’ll still be able to see the messages they had access to while they were part of the request, but won’t be able to respond or react anymore. If re-added, Participants receive a new message in the same DM thread with a summary and history of all messages added between when they left and rejoined. 

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Wrapping Up 

Participants make it easier to involve the right people in the right requests without cluttering triage channels or expanding agent access unnecessarily. Whether it’s Finance reviewing an HR query, or someone from Admin confirming a laptop handover, they can now collaborate directly from Slack, only when needed.

This keeps your support workflows focused, your channels clean, and your stakeholders looped in without extra overhead.

If you’d like to learn more about ClearFeed’s Participants or see it in action, reach out to us at support@clearfeed.ai or book a personalized demo here.