Shared Channels

Share voice channels with external organisations. Invite partners, clients, or counterparties into a channel with granular permission controls, feature toggles, and full audit logging.

Overview

Shared Channels (also called Cross-Tenant Channels) let you extend a voice channel beyond your own tenant. When you share a channel with another tenant, their admin can assign users from their organisation to that channel — enabling real-time voice collaboration across company boundaries without anyone switching workspaces.

This is ideal for agencies working with clients, legal teams collaborating with external counsel, or any scenario where multiple organisations need a persistent, always-on voice room.

How It Works

Channel sharing follows an invite → accept flow to ensure both parties explicitly consent:

1. Owner sends a share request — An admin on the owning tenant selects a channel and enters the target tenant's UUID. A share request is sent to the receiving organisation.
2. Guest accepts the request — An admin on the receiving tenant reviews the incoming request (channel name, enabled features) and accepts or declines it.
3. Guest assigns users — Once accepted, the guest tenant's admin can assign their own users to the shared channel. Those users then see the channel in their dashboard and can join like any other channel.

Owner vs Guest

Every channel share has two roles:

• Owner — The tenant that created the channel and initiated the share. The owner controls channel settings, can revoke access at any time, and is billed for recording storage and transcription minutes generated on the channel.
• Guest — The tenant that received and accepted the share request. The guest can assign their own users, view usage analytics for their users, and leave the share at any time.

Sending a Share Request

To share a channel with another organisation:

1. Navigate to the Cross-Tenant Channels section in your dashboard.
2. Click Share a Channel.
3. Select the channel you want to share (or it will be pre-selected if you started from a specific channel).
4. Enter the Target Tenant ID — the UUID of the organisation you want to invite. The receiving tenant can find their ID in their workspace settings.
5. Click Send Request.

You can cancel a pending outgoing request at any time before the guest accepts it.

Responding to Incoming Requests

When another tenant shares a channel with you, an incoming request appears in your Cross-Tenant Channels panel with a notification badge. You can:

• Accept — The channel becomes available in your tenant. You can then assign your users to it.
• Decline — The request is dismissed. No data is shared.

Managing Active Shares

Once a share is active, both parties can manage it from the Cross-Tenant Channels section:

• View feature badges — See which features are enabled on the shared channel: recording, transcription, dial-out, and messaging.
• User count — See how many of your users are assigned to the channel.
• Revoke access (owner only) — Immediately remove the guest tenant's access and disconnect their users from the channel.
• Leave (guest only) — Voluntarily leave the shared channel, removing all your users from it.

Features & Permissions

Shared channels inherit the feature configuration of the original channel. The channel owner controls whether the following are enabled:

• Recording — When enabled, all voice activity on the channel is recorded, including guest users.
• Transcription — When enabled, live transcription runs for all participants on the channel.
• Dial Out — When enabled, any participant can dial external phone numbers into the channel.
• Messaging — When enabled, in-channel text messaging is available to all participants.

Channel sharing requires the channels.share permission. Only users with this permission can send share requests, revoke access, or share additional channels.

Billing

Billing for shared channels follows these rules:

• Recording storage — Billed to the channel owner's tenant.
• Transcription minutes — Billed to the channel owner's tenant, regardless of which tenant's users are speaking.
• Dial-out calls — Billed to the caller's own tenant, not the channel owner.

This means the channel owner should be aware that inviting guest tenants will increase their transcription and recording usage. Dial-out costs are always borne by whichever tenant initiates the call.

Usage Analytics

The Cross-Tenant Channels section includes a usage analytics panel that provides a per-channel, per-tenant breakdown of activity:

• Total messages (voice and text)
• Unique speakers
• Total voice duration
• Dial-out sessions and duration

You can filter usage data by time range (e.g. last 7 days, 30 days). This helps both owners and guests understand how much activity each organisation is generating on shared channels.

Security & Isolation

Shared channels maintain strict security boundaries:

• Guest users can only access the specific channel that has been shared — they cannot see any other channels, settings, or data in the owner's tenant.
• Each tenant's user management remains independent. The owner cannot manage the guest tenant's users, and vice versa.
• All share actions (request, accept, decline, revoke, leave) are fully audit-logged for compliance.
• Revoking or leaving a share immediately disconnects all affected users from the channel.

Next Steps

• Channels — Learn the basics of how voice channels work
• Tenant Management — Manage your workspace settings and find your tenant ID
• User Roles & Permissions — Configure the channels.share permission
• Billing & Subscriptions — Understand how usage is metered and billed