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Currently after the end the conversation between agent and client, the agent can not back to the conversation and send the message to the customer again, this feature requests the scenario that if the agent found some useful information later and want to send them back to the previous conversation, they can not find the customer.
STATUS DETAILS
Completed
Administrator on 7/31/2023 9:49:16 PM
This can be achieved by setting up persistent chat (a style of chat with a longer lifecycle) - Configure persistent chat | Microsoft Learn. You can also follow up with a customer over email after the conversation has ended.
We appreciate your feedback, do let us know if you have further ideas!
Jonathon Nelson
Product Manager, Microsoft