Participating in conversations makes you a follower of the conversation without being involved as a recipient. You'll continue to get notifications when customer messages arrive and when staff replies go out. Participating is a great way for customer service team managers to stay involved in a conversation to help monitor response quality. You can also participate in conversations when you have plans to get involved at a later time or date.
Participants of a conversation are also those involved in particular thread. Participants receive new messages through email and act as CCs. By default, you can add participants by composing a new message in Reamaze and inputting email addresses in the recipients field. You can also add participants to a conversation if you reply to a message in a conversation thread through email and adding a CC address.