When using Chat tab from Teams, if you have active threads - bot should ask if you are looking to update an existing thread or start a new thread
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Monica Greene
When our customers use the chat tab to send a reply, it sometimes creates a new ticket when they really mean to update an existing ticket. We would like the app to ask the customer which thread they'd like to update (if they have threads active) or to create a new thread.
T
Tom Freer
yes this is a must. Finding too many times users are adding updates to older threads or the wrong thread. I think the time limit on what thread is responded to needs to be reduced.