The "Conversation" tab contains the latest inquiry or customer response. Rather than needing to move between multiple tools, you can select the Conversation tab to see not only the customer response but also any actionable items that have been identified. Those actionable items will be highlighted in the text.
Actionable items are any particular actions or responses that you will need to take in order to respond to the customer. In the example above, the actionable would be to respond to the customer's question of the tracking link that was previously sent and why it has not been updated with the new delivery date.
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