Sharing Conversations

Sharing conversations helps your team collaborate, learn from examples, and resolve contact issues together.

Why Share Conversations?

Team Collaboration

Share conversations to:

• Get help on complex issues
• Discuss AI performance
• Train new team members
• Document edge cases

Cross-Team Communication

Share with other teams:

• Product: Feature requests and pain points
• Engineering: Bug reports with context
• Sales: Pre-sales questions and objections
• Leadership: Notable interactions

Quality Assurance

Share for review:

• Good examples to learn from
• Problems to discuss
• Training materials

Sharing Methods

Share Link

Generate a shareable link:

1. Open the conversation
2. Click Share
3. Copy the link
4. Send to your colleague

Link Options:

• View only - Can read, can't modify
• Expires - Set expiration date
• Team only - Requires login

Export & Send

Download and share manually:

1. Open the conversation
2. Click Export
3. Choose format (PDF, TXT)
4. Download file
5. Share via email/Slack/etc.

Email Transcript

Send directly via email:

1. Open the conversation
2. Click Email (if available)
3. Enter recipient email
4. Add a message
5. Send

What's Included

Shared Content

When you share, recipients see:

• Full message transcript
• Timestamps
• Sender labels (Contact/AI)
• Conversation status

Optionally Included

Depending on settings:

• Contact identifier
• Signal tags
• Internal notes
• Source citations

Not Included

For privacy:

• Other contact conversations
• Admin-only metadata
• System logs

Access Control

Team Members

Your team members can view shares if:

• They have a Goldilocks account
• They're invited to your tenant
• They have appropriate role permissions

External Sharing

For sharing outside your team:

• Use time-limited links
• Redact sensitive information
• Consider export instead of live link

Permission Levels

Sharing for Escalations

When human support follows up:

Include Context

Share the conversation with:

• Full transcript
• Contact info
• Summary of issue
• What AI tried

Escalation Workflow

1. Conversation escalates
2. Link included in escalation email
3. Support team views context
4. Continues helping contact

Using Shares

As a Recipient

When you receive a shared conversation:

1. Click the link
2. Log in if required
3. View the transcript
4. Add notes if permitted

Discussing Shares

In team discussions:

• Reference specific messages
• Quote contact questions
• Highlight AI responses
• Suggest improvements

Privacy & Security

Sensitive Information

Before sharing, consider:

• Does the conversation contain PII?
• Is there sensitive business information?
• Should certain parts be redacted?

Redaction

If available, redact sensitive content:

1. Open share settings
2. Select content to redact
3. Redacted content replaced with [REDACTED]
4. Share safely

Audit Trail

Sharing may be logged:

• Who shared
• When shared
• With whom
• Access history

Best Practices

Context is Key

When sharing, include context:

• Why you're sharing
• What to focus on
• What action is needed

Good:

"Here's a conversation where our AI couldn't answer a common question. We should create an FAQ for this. See messages 3-5."

Less helpful:

"FYI" [link]

Share the Right Format

Choose format based on purpose:

Respect Privacy

Always:

• Check for sensitive content
• Use appropriate access controls
• Don't share unnecessarily
• Follow your data policies

Follow Up

After sharing:

• Check if recipient has questions
• Discuss findings
• Document decisions
• Take action on insights