JLL Tung
Business Problem:
Currently, the Inbox conversation list doesn't show when a teammate adds an internal comment, and a new comment doesn't move the conversation up the list, because the Newest sort follows message activity. Agents have to open each conversation to check for comments, so important updates can be missed.
Desired Outcome:
  • The conversation list shows that a conversation has a new comment, with a short preview.
  • A new comment moves the conversation up the list, based on the comment's time.
Use Cases:
  • A manager leaves an instruction in a comment, and the assigned agent sees it from the list without opening each conversation.
  • A team shares case updates through comments and can see at a glance which conversations have new ones.