Pulling in a colleague without a seat

A team member needs an answer from someone outside the team, who answers from email or Slack and never signs in.

Conversation — delayed delivery

Customer: where is the parcel the warehouse sent?

Owner: you — Status: needs reply

Ask a colleague

1. A conversation needs fulfilment's answer; the owner chooses Ask a colleague.

Ask a colleague

Colleague: [name]

Known by: email address or Slack identity

Question: [ ]
Send

2. The owner names the colleague, by email address or Slack identity, and writes the question.

Conversation — delayed delivery

Note: asked the colleague, waiting for the answer

Owner: you — unchanged

3. The ask shows in the conversation; ownership stays with the owner.

The colleague's email or Slack
The question, from Helpbrook
They answer in place. No sign-in; they cannot reply to the customer.

4. Outside Helpbrook, the colleague reads the question in their own email or Slack and answers there.

Conversation — delayed delivery

Note from the colleague: the parcel left on the 3rd; tracking [number]

Reply: [ ]

5. The answer lands in the conversation as a note and the owner is told.

Conversation — delayed delivery

Note from the colleague

Your reply — sent
Status: waiting

6. The owner replies to the customer in their own words; the colleague's note stays in the record, and the conversation goes on to done.