In our workflow, users can submit a call request with a message, but if the phone number is incorrect, we cannot reach them. This results in unresolved requests staying in the panel.

Having a “reply” field or similar communication option directly within the call request view would allow us to respond to users about issues (e.g., wrong number) without leaving the system.

This would significantly improve our response times, prevent missed communication, and ensure a smoother user experience.