I am Joséphine; I am working as a client success manager.
I understand that the Agent Workspace has been designed to use various communication channels (chat, WhatsApp etc.). However, the new comment box at the bottom seems more suitable for short exchanges by chat, and much less for conversations by email (B2B support), sometimes long and containing screenshots.
In this case (which is the most common for me), the first thing I see when I read a response to an email is the signature (present in most cases). So I keep scrolling up and down, expanding and shrinking the input area to read the client's response.
The most impacting for me is the new positioning of the comment box at the bottom of the screen instead of at the top. It affects my posture as I keep my neck bent forward most of the time. And this, even if I use an external screen that I can adjust in height (but this doesn't even really help).
I could look straight ahead when the comment box was positioned at the top of the page. Also, reading threads was easier.
Always consider the possible impact on posture when a change is made because working for several hours with the neck bent forward can significantly impact health. Admittedly, this remains very subjective, but good posture at work is essential.
I suppose that technically it should be possible to offer two positions for this comment box so that the user can choose freely. Is there any chance your product team would consider offering such options?
Or, if you could share any tips on how best to use this new Agent Workspace to improve my daily use of it, I would appreciate it.
Thank you in advance for considering my request!
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