User's Device Information

Hi there, 

Previously in Chat, we were able to review a customers device information on a chat-by-chat basis. Since moving to Messaging, we no longer have this capability as device information is shown at a user level rather than on a conversation/ticket basis. E.g., if a customer contacted on an iPhone 14 3 weeks ago but contacted again today on a Samsung Galaxy, their device information would show as the Samsung for all contacts. 

Ideally, we would be able to see this information on a conversation-by-conversation basis again as this provides our agents with context required to ensure we're meeting regulatory obligations such as needing to know a customers location at the time of contact (rather than on their latest contact) and the device they're using on separate contacts (so we can ensure customer aren't account-sharing. This is primarily for looking back retrospectively on tickets and a users behaviour.

Cheers,