Primary vs Secondary Operators

Function	Primary Operator	Secondary Operator
Customer Opt-in	Notification Email (configurable)	N/A
New Text message from customer	Notification Email (configurable)	Notification Email (configurable)
Case Assignment	Notification Email (configurable)	N/A
Message Template Tokens (in the Web App)	Dedicated tokens for Primary operators	Use My Tokens instead in lieu of dedicated tokens.
Away Message	Triggers based on Primary Operator Away message
Office Hours Messages	Triggers based on Primary Operator Office Hours schedule
Inactivity Timer	Trigger based on Primary Operator Inactivity Timer / Global inactivity Timer
Case Re-open	Case appears in My Inbox	Case appears in My Inbox
Case Visibility - Private	Case appears in My Inbox	Case appears in My Inbox
Survey Results	Applicable for Primary & secondary operators	Applicable for Primary & secondary operators