Communicating within context through TopicFolder helps agents to anticipate questions, process the information faster and provide quick troubleshooting. It doesn’t stop with this, if an agent X is not able to solve the customer problem himself, he can add another agent Y and set the context for the agent Y to understand the problem and provide a solution. You can add or remove users from group conversations without losing the context and all the information will be saved automatically. As an agent, you will have the flexibility to arrange and rename TopicFolder based on customer name, geography or any other parameter you prefer and take further action like share, create a to-do, email from chat or create a flag for follow up.