It is suggested to implement an improvement in the conversation tray so that, when a customer or agent responds to a specific message within the chat, when clicking on that mentioned message, the system will automatically redirect to the exact location within the conversation where the original message is located.

Nowadays, when a conversation has a lot of history, it can be difficult to quickly identify what message the customer or agent is referring to when responding. This functionality would allow us to consult the context more quickly and accurately, avoiding manual searches within the conversation history.

This improvement replicates the behavior that already exists in WhatsApp, where when answering a message and clicking on the reference, the application takes you directly to the exact point in the conversation where the original message is located. Implementing this function in the tray would help improve traceability, case attention and understanding of the context during conversation management.