Robin Whitcher

I need more functionality when it comes to Side Conversations with Teams. We heavily use it to communicate with our developers and product team members on a ticket; however, we're missing some of the non-textual queues in the conversation. We don't see the emojis that indicate “yes, do this" or “no, bad idea”. The product team wants to use an emoji to signal to the agent “say this” rather than trying to interpret what to say between all the back/forth discussion.
We also use Mentions for nearly every post to Teams to get the correct eyes on the discussion. Not having this ability is a big drawback to Side Conversations. Half the time no one gets Mentioned and a post just sits out there in Teams until someone discovers it.

I really need a Macro so that my team can communicate the same way every time through Teams. Without the macro, I'm getting all sorts of haphazard Teams posts. Missing information, missing carriage returns, no uniformity despite having a jobaid that instructs how to correctly do this.

Dan Ross Can I turn it off for select agents who are abusing this feature? I have agents who responsibly use the mobile app, and then those who are using it after hours, on vacation, or just plain answering every ticket through the app (aka never logging into their work laptop). I want to prevent the offenders from using it.

Need to be able to attach contract details to Organizations.  Attaching the license key would also be beneficial to our support staff.