# 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.

<figure><img src="/files/Tm0F3XQeQMUbchvgykxx" alt=""><figcaption></figcaption></figure>

2. Choose **Discuss.**
3. In the **Assign To** field, select the user type (e.g., User or Manager) for the discussion.

<figure><img src="/files/Ff8WU6oXhHGS9LEhkZb1" alt=""><figcaption></figcaption></figure>

&#x20;   4\. From the **Select User** field, select the user you wish to discuss with and click **Discuss**.

<figure><img src="/files/HjzXkXao4231Xi0P0TwN" alt=""><figcaption></figcaption></figure>

**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.

<figure><img src="/files/MDbeFodmNszatMkNVtLi" alt=""><figcaption></figcaption></figure>

**Discussion Flow:**

* The recipient (e.g., *Martha*) receives a notification: *“Mark has requested to discuss with you.”*

<figure><img src="/files/nMAS5pcKSWgOZp7RIpIi" alt=""><figcaption></figcaption></figure>

* If she accepts, a **Discussion Panel** opens.

<figure><img src="/files/jBgJcdPZJmRxwoCXXQIr" alt=""><figcaption></figcaption></figure>

* Mark and Martha can chat privately.  &#x20;
* 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.

<figure><img src="/files/srODKwdH9D34hmH5wARS" alt=""><figcaption></figcaption></figure>

* 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)

<figure><img src="/files/cUgtuUmoH8XwWDYQm3eK" alt=""><figcaption></figcaption></figure>

* A pop-up will appear prompting Mark to provide a reason for the cancellation (e.g., *Issue resolved*)

<figure><img src="/files/CaTehRI2MI6WcvqsNT42" alt=""><figcaption></figcaption></figure>

• Once withdrawn, the request is canceled or withdrawn, and the **Engagement Tracking Record** is updated accordingly.

<figure><img src="/files/ipERWrmpZkfMEdZ17ZRr" alt=""><figcaption></figcaption></figure>

**Key Notes:**

* The client does not see the internal discussion.
* Discussion can be ended by either party.

<figure><img src="/files/E3JBEbX9HxQYj5i6N1B4" alt=""><figcaption></figcaption></figure>

* When the initiator wants to end the discussion, they can use the **End Discussion** button from the Discussion Panel. &#x20;
* Upon clicking it, a pop-up will appear asking them to select whether the issue or query has been resolved or not. &#x20;
* 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.

<figure><img src="/files/ECINLlRzHdl212Ip9tXW" alt=""><figcaption></figcaption></figure>

**Auto Timeout for Requests**

* You can configure an **auto timeout period** in the CRM settings.

<figure><img src="/files/EMp9GSLGklONsvq2F1vx" alt=""><figcaption></figcaption></figure>

* &#x20;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.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.inogic.com/whatsapp4dynamics/features/discuss-chat.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.