Adding and removing the delimiter from email notifications

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  • John Witt

    We've noticed that the ellipsis only shows up for end user replies, and that the agent does not have the option. Is there a way to activate the ellipsis for the agent to see the history as well in the comment, both current comment/reply they are writing and historical comments? We have had issues where comments (client replies) come out of order and the team doesn't always trust what they are replying to, and this would be a good way to both check and audit when it occurs.


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