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, regardless of their ClearFeed role. Participants do not need to be agents 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.

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.

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.

  

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:

  
• 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

    

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.

  

When a user is removed as Participant:

• Once removed, the Participant receives a message:

  
• 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.