Conversations view

Conversations view

In the beginning, we were careful to really make sure we would inform the agent on which channel they were replying in order to avoid the possibility of them replying to another available channel that the customer might have.

Over time, this proved to be not so necessary since we were able to track that communication channels were not being swapped that frequently as we thought they would.

With that in mind, we simplified the color scheme and with time we also added the ability to forward the ticket to another agent and the ability to return the ticket to the queue.