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 in our Global Directory and send a Connection Request. After they accept, you can send them a 1-on-1 chat 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 people externally but not the specific individual you’re looking for, they may not be allowed to communicate externally on Symphony yet.
If you are not able to see anyone externally or see the Community tab at the top right of your screen, then you are not enabled for external communication and should speak to your Symphony Administrator.