While viewing a conversation, whenever a tag is added or removed or a conversation attribute is updated, when the event is logged the conversation thread auto-scrolls to the bottom which is very annoying if you are scrolled somewhere in the middle, reviewing a thread, and adding/updating tags on messages as needed or updating attributes.
If there was a customizable auto-scroll setting that you could change for your personal workspace so individual team members could turn on or off auto scroll in conversations for both conversation events and new messages that would be ideal!
Agents often need to read back through interactions between automations/Fin and the customer and with each new customer message they keep getting interrupted and brought back to the bottom of the thread. It’s frustrating.
AI summaries are not a good replacement for reading back through the thread, at least not yet. The AI summary includes both customer and bot content (not helpful) and doesn’t include context you can only get by reading what the customer wrote.
