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Suhana Hamzah
Business Problem:
As a business, I want to reply to a specific message in a chat thread to maintain context and avoid confusion in long conversations.
Desired Outcome:
  • Allow replies to reference specific earlier messages (threaded or quoted reply).
  • Improve message clarity for both customers and agents.
Use Cases:
  • A support agent responds to a question from earlier in the conversation, keeping things organized.
  • A sales rep answers multiple queries in one conversation by replying to each separately.
Current Workaround:
Replies appear as standalone messages, making it hard to track which message is being responded to.