Investigations are shared with the whole support team.
Paste the customer's conversation. The agent reads it, checks production logs, the account's data and the code, and writes up what happened, how to fix it, and a reply for you to send.
The agent reads conversations through a Chatwoot API access token. It needs one for the support account (the number after /accounts/ in conversation links, usually 1). Add a customer's account the same way, with the account number and the token they shared.