Naz hey,

I completely understand your request and appreciate your perspective. However, as I mentioned before, adding this feature would go against the principles of transparent communication between the user and the agent. Imagine a scenario where an agent gives a rude response, then edits it afterward—this would make it difficult for admins to track the agent's performance accurately.

While platforms like Instagram and Facebook support message editing, they are social networks, where this feature makes sense. For customer support platforms, though, maintaining the integrity of conversations is critical, and editing messages could compromise that. Let's explore other solutions that can enhance the experience without impacting transparency.

Hi Lilith jan,

The use case is the following: we send a message with typos, or want to edit some information after sending the message.

I think there is no need to send a notification, only 'Edited' label is enough. You can check Instagram's example.

Let me know if you need more information.

Best,

Nazeli.

Hi Naz,

Could you please clarify the specific use case for this feature request?

If it pertains to editing messages, we will also need to ensure that the end user is notified of any changes made to the reply so they can review the updated message.

However, we do not have the notification mechanism for the widget user. And this concerns the transparency between the communication.

Thank you,

Li.