To communicate with someone outside of your company, both you and the external contact must be on Symphony and must be enabled for external communication.
To connect with an external contact, search for them (Cmd + K in Symphony 2.0) in our Global Directory and send a Connection Request. You can identify external contacts by the orange indicators and External (EXT) labels.
After they accept, you can start a direct chat with them or add them to a chat room, just like you would with someone inside your company. You cannot chat with them without connecting beforehand. If you can see other external contacts but not the specific individual you’re looking for, they may not be allowed to communicate externally on Symphony yet.
If you can’t see any external contacts, then you may not be enabled for external communication and should speak to your Symphony Administrator.