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Agent Workspace: Keep content from internal note if changing to public reply
投稿日時：2022年3月23日
Post Title:
Keep content from internal note if changing to public reply in agent workspace.
Feature Request Summary:
Keep any text that has been typed in an internal note in the response box if the reply is changed to a public reply, rather than having to copy and paste it.
Description/Use Cases:
We have our agents use internal notes for the drafting of replies. This worked fine prior to the migration to agent workspace, but now when drafting an email in an internal note, the content is lost when you switch to a public reply.
Business impact of limitation or missing feature:
Drafting replies in internal notes has been encouraged as standard process to prevent internal notes from accidentally being sent as public replies. It used to be a simple click to change from internal to public, but now it is necessary to copy and paste. This opens up room for errors if the copy and paste is incomplete, and is an extra step that wasn't necessary before.
Please allow for the entered content to transfer between different types of replies.
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67件のコメント
Christopher O'Neill
Big +1 to this.
The previous behavior, sharing the drafted text as you switched between public and internal, was both more intuitive and allowed for safer drafting of agent responses.
As teams, we've all had those stomach dropping moments where you send a public reply that was supposed to be an internal note. I always tell agents to draft in internal, then move to public only when you're ready to send it.
Amisha Sharma, any context on why this was changed and what the hoped for benefit was? I'm curious if I'm missing an advantage of this workflow.
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Joshua Bentley
Trudy Slaght - gotcha! Thanks for letting me know.
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Trudy Slaght
Joshua Bentley We only switched to agent workspace last week. We had delayed the implementation as there are a few things about agent workspace that are still pain points for our team.
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Joshua Bentley
Amisha Sharma No, we were able to submit both an internal note AND a public reply at the same time. Not drafts, notes were actually published to the ticket and replies to the customer were actually sent.
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Amisha Sharma
Hello Joshua Bentley - Do you mean you were able to save a draft in internal notes and a different draft in public reply at the same time?
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Joshua Bentley
Upvoting this request, but also wanting to check to see if anything else changed with this interface.
We switched to the Agent Workspace earlier this year and when we did, we could save Internal Notes and Public Replies at the same time. That seems to have changed within the last couple weeks.
Trudy Slaght - did you ever see the same thing?
Amisha Sharma - did something change or a setting get added?
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Amisha Sharma
Hello Trudy Slaght - Thanks for providing feedback and sharing your feature request. We will look into the current behavior and think of solutions to improve this experience.
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