Agents in our Service Console are experiencing productivity issues due to the appending of emails in all blocks throughout the conversation. For example:
Each block should contain one and only one email message, not the entire thread. Here is an example (from Zendesk) of what my organization is looking for:
I highlighted the delimiters in red to draw attention to the conversation's logical division.
I would like to replicate this division in our organization's Service Console. What do I need to do to make this happen?