Following a conversation with Talk, Support takes control of cursor and moves it to internal notes

Our Talk conversations are often followed up by texts.  With answer rates being low all around, there is not much need to make internal notes that say, 'no answer'. Conversely, there is a need to push a text that says, 'just tried you' or 'left you a VM'. Regaining control of our cursors and then deleting the internal notes that we make in error, because Support takes control or our cursor while we're typing our texts, is both annoying and wasteful of time and money. I'm sure this type of overt control has a place, but not with our business and should be made optional.