|Announced on||Rollout starts||Rollout ends|
|May 25, 2022||To be determined||Nov 27, 2023|
We're planning to move side conversations to the context panel for a more seamless integration with Agent Workspace.
This announcement includes these sections:
What’s changing, and why?
On Agent Workspace enabled accounts, side conversations will move from their current position above the ticket window to the context panel in Agent Workspace. The context panel is only available when Agent Workspace is enabled. For example, here’s what this will look like:
To see your side conversations, you will need to open a ticket, and then click this side conversation icon in the right sidebar:
Moving side conversations here integrates the functionality more tightly with Agent Workspace, and gives users more room to view and draft messages without obstructing the ticket view thanks to the adjustability of the context panel.
What do I need to do?
Once this change occurs, if Agent Workspace is enabled, you will be able to use side conversations from the context panel. Your side conversations content and notifications will not be affected and you’ll enjoy all the same functionality as before.
If Agent Workspace is not enabled, you are using the standard agent interface instead, and so you are unaffected by this change. No action is needed. Your side conversations will remain in their current position above the ticket window.