It was pointed out to me by one of my agents that the action of the "Internal Note" vs "Public Reply" wipes out anything already typed in the box.
So, if you started to type something in the reply box and it was set to "Public Reply" and then you switch it to "Internal Note" you lose everything you typed. There's no reason for this. I should be able to change the type of reply/note without it wiping out the message that has been written.
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