Agent Workspace: Keep content from internal note if changing to public reply

Huge bump to this. 

There is no reason for deleting the comment text when switching between internal and public replies. 

If I take a call and want to email the customer I shouldn't be punished with my content being deleted because I didn't first swap or forgot to copy paste. 

It's unintuitive and seems like an oversight in the new format. 

PLEASE CHANGE THIS!!! 

I see what you are trying to accomplish and I like it, but the only problem is that sometimes I write something in the Public Reply only to remember I need to send it as an Internal Note. Previously, I could switch to Internal Note and my message would remain in the text box that is now yellow. But with the update, it does not and I have to copy and paste it if I want to accomplish this. Not a big issue but annoying and time-consuming.

Chiming in just to say its annoying that if I forget to change to the correct mode at the beginning, then all my text is lost once I switch modes.

Hi Amisha Sharma,

Thank you very much for this update, however, I'm not exactly sure this addresses the concerns expressed here:

1) I'm not seeing that Draft Mode can be set as the default (to where the agent has to manually switch to Public Reply) like Internal Notes could.

2) There isn't an obvious visual indication that you're in Draft Mode.

+1 to this thread.
In my team, we used to enter text in private comments and then switch to public comments when completed before sending it to the customer.
The same applies to attachments. Now, even if we attach a file in private comments, if I switch to public comments and copy and paste the file, the file is not attached. It is very difficult to use.
Also, using the drop-down to switch between private and public comments is not good. (need More clicks).
I would like it to switch with one click like before.

Hi,

Our use-case is same as for the Trudy.

Answering also to questions from Amisha:

> Are there ever situations where you need to compose a messaging or chat response on internal notes? Would you like to carry drafts over from internal notes to messaging or chat composer as well? Or the only use case is to carry drafts to email composer?

I'd say it is true for the email composer only. 

2. If we provide a setting to turn on carry over of drafts, would you prefer to select the channels it can carry the drafts over to? Example: You can select to carry over to only email or only messaging or both?

Currently we don't use Zendesk messaging, but I'd like to have a flexibility just in case.

+1 on this - we haven't migrated yet but this may be a big reason why

Hi Amisha Sharma! Thank you for soliciting feedback on this. One of our largest businesses came forward and advised that the clearing of comment when switching from internal note to public reply is causing inefficiencies in their workflow. They are a high volume contact center, so small inefficiencies can greatly impact their metrics.

I asked them to summarize and they provided the following:

We typically write our emails in the internal notes field, to ensure emails don’t get sent uncompleted and then we move it to public reply. In the old version, the entire email, including attachments would “roll over” and we could just send. Now, we have to copy and paste it in the public reply area.

When they state 'new version', what they are referring to is that we recently upgraded them to Agent Workspace.

I can't speak to other channels, as this is an email-only business.

Please let us know if we can provide any additional details.

Amisha Sharma

Thank you very much for these updates!

In response to your pinned comment from February 1st:

1. Ideally, we'd like this to apply across all channels. We encourage our agents to draft all messages internally before converting them to public reply.

2. To streamline the agent experience, we'd probably apply it across all channels.