Description:
Currently, once a message is sent in the Inbox, it becomes part of the conversation history and cannot be modified. This creates challenges when typos occur or when information needs to be corrected after sending.
Proposed solution:
Add an "Edit" option for sent messages (similar to platforms like Slack or Discord) that would allow agents to:
- Fix typos and grammatical errors
- Update incorrect information
- Add clarifications to previous responses
Benefits:
- Improved customer experience with accurate information
- Reduced need to send follow-up correction messages
- Better conversation flow and readability
- Increased agent confidence when communicating
Use cases:
- Correcting pricing information that was accidentally misstated
- Fixing broken links or incorrect URLs
- Updating product details that have changed
- Correcting spelling mistakes in customer names or technical terms