I apologize - but cannot find the right words to search for to learn about this implementation.
Obviously T-Mobile is doing things right. One thing I recently noticed about their support department is during the course of an issue being resolved - the point of contact may change or be handed off as appropriate. Shift changes are most likely the root cause - but I thought it was a nice human touch to show the profile and name of the CSR assisting at all times.
Can anyone provide an overview of what’s happening to switch between “accounts” in the same DM. Are people being added to the chain - or is their a way to report a new avatar / name? Something I missed?
Appreciate your time,