The agents have recently asked me to add text of the message coming via Side Conversation.
Right now, we have only a trigger that is notifying agents about new message in Side Conversation in their tickets, but it would be great also to attach the text of that message.
For the messages coming normally there are placeholders that we use in notification triggers, for example:
"ticket.comments" or "ticket.latest_comment"
It would be nice to have similar placeholders for the message coming via Side Conversation so the agents could see the notifications and the text of a message and decide if this is an urgent message or not, instead of login into the ticket and checking in the system.
Right now, I do not have a workaround for this.
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