This creates a frustrating user experience - the user gets an email that the conversation has been updated but they cannot see the entire thread within the email. Here is a direct quote from an impacted customer:
Good morning - This new chat system makes emails almost worthless because we often can’t tell which issue your answer is associated with. I would imagine you already know this but below is a good example if you do not.
Proposed improvement #1: When a user is notified by email of an update to a conversation that they did not see in the messenger widget AND the company settings have conversation history enabled, send the entire history of the conversation. See article below.
Specifically, this callout:
Important: If the email notification is sent because of user/lead inactivity from a conversation started from the Messenger, then it will only include the messages they haven't seen, not the full conversation history.
I am not sure what the business rule / reason for this is. If the config has been set to include the enable conversation history, all of the history should be sent.
Proposed Improvement #2: An alternative option might be to include a deep link to the conversation. If the user clicks the link, they are taken to a detailed view of the conversation directly.
