# Discuss Chat
The **Discuss feature** empowers you to seek internal help, whether it’s a quick question or a deeper insight, without interrupting the client experience.
**Example:**
Mark is chatting with a customer, *Smith*, and has a product-related question. He uses the Discuss feature to consult *Martha*, the product expert, without the client knowing.
**How It Works:**
1. Click on the **Assign/Discuss icon** in the chat.
2. Choose **Discuss.**
3. In the **Assign To** field, select the user type (e.g., User or Manager) for the discussion.
4\. From the **Select User** field, select the user you wish to discuss with and click **Discuss**.
**Note:** Upon sending a Discuss request, similar to the Assign feature, a system-generated **Engagement Tracking Record** is immediately created and updated with relevant details.
**Discussion Flow:**
* The recipient (e.g., *Martha*) receives a notification: *“Mark has requested to discuss with you.”*
* If she accepts, a **Discussion Panel** opens.
* Mark and Martha can chat privately.
* Martha can view the entire conversation with the client (Smith) but cannot connect with or message the client directly. All chat-related functionalities that allow her to interact with the client, such as sending free-form messages, message templates, or emojis, will be disabled for her.
* If rejected, a pop-up prompts Martha to provide a **reason** (e.g., *Busy with another case*).
* Mark can also **withdraw** the request before it is accepted. (Same as Assign Feature)
* A pop-up will appear prompting Mark to provide a reason for the cancellation (e.g., *Issue resolved*)
• Once withdrawn, the request is canceled or withdrawn, and the **Engagement Tracking Record** is updated accordingly.
**Key Notes:**
* The client does not see the internal discussion.
* Discussion can be ended by either party.
* When the initiator wants to end the discussion, they can use the **End Discussion** button from the Discussion Panel.
* Upon clicking it, a pop-up will appear asking them to select whether the issue or query has been resolved or not.
* If the requested user wants to leave the discussion, they can use the **Leave** button from the Discussion Panel.
* Once clicked, the discussion will end immediately, and the Engagement Tracking Record will be updated accordingly.
**Auto Timeout for Requests**
* You can configure an **auto timeout period** in the CRM settings.
* If the recipient doesn’t respond within the configured time (e.g., 2 minutes), the request status will change to Timed Out, and the request will be canceled automatically.
* You can configure the **timeout values** from the Configurations section:
1. Go to **Configurations**.
2. Select the **WhatsApp Preferences** tab.
3. Under this tab, you’ll find a dedicated section called **Assign/Discuss Settings**.
* This section contains the following fields:
**Discuss Request Timeout Duration** – The duration after which a pending discuss request will expire if not accepted or rejected.
