Suggested by Maja Boniszewska – New
Automatically open SMS Conversations once they are accepted, using Microsoft 365 Contact Center and the SMS channel. SMS Conversations are not opened automatically by default. Currently, users must accept the notification, navigate to the Inbox panel, switch the view to Messages, and then manually open the record in a new session (since the Inbox panel takes up too much space). This process is not very user-friendly.
The behavior should be the same as for synchronous channels, or there should be an option to choose whether accepting a notification opens the active conversation form or not.