Comments
This has been raised previously https://experience.dynamics.com/ideas/idea/?ideaid=ed7b8328-549c-ea11-8b71-0003ff68c1c1. It is in need of votes - suggest you vote for it there.
This has been raised previously here https://experience.dynamics.com/ideas/idea/?ideaid=ed7b8328-549c-ea11-8b71-0003ff68c1c1. It is in need of votes - suggest you vote for it there.
We often have lengthy conversations with our customers by mail to discuss detailed analyses or even proposed solutions. This results in long mail threads. Before the update, you could simply click anywhere in the conversation to open or close it. Now you have to click exactly on the View more/View less area. So for long conversations, you scroll many mouse meters pointlessly through the timeline until you can finally close the conversation. For hundreds of customer service users in our company, this is a big step backwards in terms of usability.
Worth noting that the behaviour here is what would be expected when initiating a call from a contact or account record, however when initiating a call from a pre-existing phone call record, having a new (and unrelated) call activity spawn that captures the transcript and call details is not the expected behaviour.
This may apply to a future dated phone call that was created manually for a customer follow up, or records created via automation for similar purposes.