# Participants

ClearFeed supports adding **Participants** to individual requests in Slack. Participants are non-agent users who can collaborate on specific tickets without being added to the Triage channel or receiving full agent access. This enables targeted, request-level collaboration without exposing all incoming requests.

## When to Add Participants

Add a Participant when:

* You need feedback or input from someone outside the support team.
* You want to keep collaboration scoped to a **specific request**.
* You don’t want to expose the full Triage channel or other unrelated requests.

## Who can be a Participant?

Any Slack user from the same workspace can be added as a Participant. Participants do not need to be created as agents in ClearFeed or members of the Triage channel.

## How it Works?

* Agent identifies a request that needs input from a non-agent user.
* Agent adds the user as a Participant from either the Request Channel or the Triage Channel.
* Participant receives a DM from ClearFeed with request context and a collaboration thread.
* Participant replies or reacts to messages — their responses sync back to the request.
* Agent can remove participant once collaboration is complete.

## Adding a Participant

You can add Participants from Slack (either from Request Channel or Triage Channel) or WebApp:

### From Slack

#### Option 1: From the Request Channel

* Go to the relevant request thread in a Request Channel.
* Click **More Actions** on the parent message in the thread.
* Choose **ClearFeed Actions** → **Manage Participants** → **Next**.
  * If any Participants are already added, you’ll see them listed.
* Select one or more Slack users from the dropdown.
* Click **Save**.

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-8d7f4a2606cd56cf7f8817824f27758cda591bc4%2Fezgif-427bd4901b53f4.gif?alt=media" alt="Adding Participant from Request Channel" width="563"><figcaption><p>Adding Participant from Request Channel</p></figcaption></figure>

#### Option 2: From the Triage Channel

* Go to the request in the Triage Channel.
* Click **More Actions** from the ticket block.
* Choose **Manage Participants** → **Next**.
  * View existing Participants, if any.
* Select one or more Slack users.
* Click **Save**.

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-f6c21d58efc88fa1dc8458308aac9f848cf25649%2Fezgif-421c64cd4f1fe8.gif?alt=media" alt="" width="563"><figcaption></figcaption></figure>

### From WebApp

* Go to the relevant request on WebApp.
* From the Right hand panel, locate the Participants
  * If any Participants are already added, you’ll see them listed.
* Select one or more Slack users from the dropdown. As soon as you select a user, Participant will be added automatically.

  <figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-a4b9cd02fe9194374f04e126e891841dc31c0394%2Fimage%20(297).png?alt=media" alt="" width="563"><figcaption></figcaption></figure>

## What the Participant Sees

Participants are notified when they are added to a request or a new **public message** is posted on the request or they are removed from the request

**When a user is added as Participant:**

* The Participant receives a **DM from ClearFeed**:

  <figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-1e1114517c8d1f27be6bedbbc692615f78e4dfb3%2FScreenshot%202025-07-25%20083524.png?alt=media" alt="" width="563"><figcaption></figcaption></figure>
* This DM becomes their collaboration thread for the request.
* From this thread, Participants can:
  * View the request details
  * Send messages that are synced to the Request Channel and Triage Channel

    <figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-0f34612fa12aa6811e9fb2bb8d928d916b69052b%2Fezgif-464e7bb6d854d1.gif?alt=media" alt="" width="563"><figcaption></figcaption></figure>

**When a new public reply is added to the request:**

* When a new message is added, Participant as notified of the same in the DM thread from ClearFeed for the corresponding request.

  <figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-5eecea6a8afca0d42d5c2403c10ef64a88fdcc23%2Fimage%20(271).png?alt=media" alt="" width="469"><figcaption></figcaption></figure>

**When a user is removed as Participant:**

* Once removed, the Participant receives a message:

  <figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-02312127a4f1a814ad6eab039766193d237c652a%2Fimage%20(270).png?alt=media" alt="" width="487"><figcaption></figcaption></figure>
* They retain access to past messages but:
  * Stop receiving updates
  * Can no longer view request details

## Removing a Participant

Agents can remove any Participant from a request using the **Manage Participants** flow.

To remove a Participant:

* Open the request from either the **Request Channel** or the **Triage Channel**.
* Click **More Actions** → **ClearFeed Actions** → **Manage Participants**, then click **Next**.
* In the list of current Participants, click the **“×” icon** next to the user you want to remove.
* Click **Save** to confirm the changes.

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-3459addd1462c9ba553e34ff3c75504c1fd7270f%2Fezgif-2b62431bff30df.gif?alt=media" alt="" width="563"><figcaption></figcaption></figure>


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