Last updated: 2018-12-18

Source: https://support.freshdesk.com/support/solutions/articles/236907-how-can-i-start-a-conversation-with-an-external-member-using-freshconnect-

If you want to start a discussion with a person outside the organisation, you would just have to type out '@' in the discussion and click on invite to discussion and enter the person's email address to invite them to this discussion.