Hi team!
When we are working on a ticket, we use private threads to comunicate with other agents from the departament and also public threads in order to comunicate with our clients.
We have been recognizing that when we switch from public to private thread and then go back to the public thread, the end user can see ALL the conversation.
There are some best practices to apply to these situations? We should answer from the 3 dot points?
Thank you!!!