It is a rare situation, but we have found that when customers are coming to us through Switch, the option to hit the “back” button at the top of the interaction has resulted in confusion in our customer journey. We don’t always know who the person is (if they’re not a User, they’re a Lead or a Visitor) so we can’t personalize the situation in any way, and the Brand Management tab is limited (we have to show them a Help Center, but our Help Centers are all targeted to personas -- not generic). We’re also seeing people navigate away from the conversation, which is leading to duplicate comms or other confusion from our customers who are not “staying” in the experience designed: that they got a text to start a conversation, and need to stay in one space to maintain that conversation.
So ideally: if someone is coming to us through Switch, we want them to stay in the interaction / Conversation was opened up and maintain that as the direct area of interaction without giving them the option to “break away” from it.