While chatting with customers, it would be very useful to select a past message and reply to it, so it is easier to point out what we are referring to.
Sometimes the customer posses several questions or the conversation moves forward, and it is unclear what we are addressing or which question we are answering, so, being able to select a previous message and reply to it (like we do in whatsapp) would allow us to provide assistance with more precision.
Love this idea - kind of like how I'm using text in my iMessage now. Great idea!
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