We are happy to announce we finished a new feature in our system that will help our administrators when working with requesters. A new chat area allows our admins to initiate the dialog with the person in need and will also help us keep the conversation archive and shared among other admins.
So far admins were reaching out to requesters on their own, and it was hard for us to share this dialog with other admins in case we needed to coordinate further. With the new chat area, now we will be able to gather information and share across our own administrators in case there is a need.