Hey Community,
In order to not sent emails to a specific type of contacts, we only communicate via public notes with them.
In order to adjust the agent’s process as little as possible, they are still allowed to click on the Reply button, but an app automatically opens the note editor as soon as agents click reply.
This seemed to work fine, note editor opens and email editor disappears.
Until you refresh the ticket, because the email reply editor is then opened automatically.
So is there a way to intentionally close the email reply editor? I haven’t found anything in here and nothing in de documentation.
Hopefully there is - For sure we just could hide the reply button at all; but as said, we want to the agent’s experience as similar to other customers as possible.
All the best,
Tom