Agent Workspace conversation line breaks/color coded replies

Amisha Sharma we are a few days away from March 2024. can you please confirm if these improvements are going to be available in march 

Hello all,

Thanks for your patience so far.

We are actively working on this feature and are targeting March 2024 for the release. We understand that earlier we were hoping to deliver by this year, but due to changes in the scope of the feature and a few other higher priority initiatives, the timeline for the release is now March 2024. 

Thanks!

Amisha Sharma yes, is this ready to be released now? We've been waiting so long and it will make such a positive impact. Thanks.

Amisha Sharma any update? I see it says it "starts Q4". We are almost at end of Q4 https://support.zendesk.com/hc/en-us/community/posts/4408860699034/comments/5817515974170

Definitely agree with this. I see there are now faint lines which have been introduced, but which don't span the full width of the screen - these still aren't as good for quickly telling the difference between each response when scrolling through a message as the old version used to be.

It's very common to recall that the user provided a particular piece of information three or four replies back and want to quickly scroll through the messages to find it, and it's been quite surprising for us how much of an impact this has had on agent efficiency.

Glad this is finally being implemented - this is a huge thing for a lot of the teams and will be a welcome addition. 

Hello all,

Thanks for all your feedback!

I have an exciting update. We're almost done with the new designs for Conversation log. We're currently in the design validation phase. Here are a few pain points we are hoping to solve with the new designs:

• Agent messages and end-user messages will visually look different so that reading and understand where a message is coming from is easier.
• There will be a way to distinguish between different messages, a clear indicator when a message is ending and the next one is starting.
• Reducing white space in the UI to reduce the amount of scrolling.

This is one of our highest priority projects for this year and the plan is to deliver the new design incrementally, starting from Q4 this year. Thank you!

+1 I made this post while at another company. This is still a pain point for teams. Especially when a requester replies and it includes everything from the previous comments so it becomes even harder to tell what is their comment vrs. old comments

Color coding would be incredibly helpful -- the visual prompting of colors would make tracking conversations between and customers so much easier to track.