Helpline for Direct Agent Support

REQUEST_SUMMARY_V2 Problem - Current System: Currently, customers may not have a direct line to reach support agents, possibly leading to longer wait times or multiple steps to get assistance. Suggested Feature: Implement a dedicated helpline number that directly connects customers to support agents. This feature would streamline the support process, allowing customers to receive immediate assistance from an agent, enhancing the overall customer service experience and efficiency. Submitted by Luna Diamond Expected behavior - Support this behavior in shared inbox without manual workaround - Maintain clear ownership and state transitions for conversations - Keep agent actions auditable in activity logs Business impact - Reduces manual operational effort for teams - Improves consistency and customer experience - Helps teams move faster with fewer support escalations Legacy category: New Feature