What is the main difference between a Light Agent and a Recipient in Side Conversations?

The main difference between a Light Agent and a Recipient in Side Conversations is that Light Agents can add internal comments. This capability allows Light Agents to engage in the ticketing process by providing insights or information that can help resolve a customer's issue. Light Agents have limited access compared to full agents, but they still play a valuable role in the support workflow by being able to participate in discussions without taking full ownership of tickets.

In contrast, recipients are typically included in side conversations for visibility or informational purposes but do not have the ability to interact with the ticket or add comments. They can view the conversation but cannot contribute to it in the same way that Light Agents can. This distinction emphasizes the participatory role of Light Agents compared to the more passive role of Recipients in the support process.