After switching the conversation to internal during a customer interaction, who can see the messages once switched back to public?

When a conversation is switched to internal, it allows agents to communicate without the customer seeing those messages. However, once the conversation is switched back to public, all participants in that conversation, including the customer, can see the messages exchanged during the public phase. This means that all agents involved in the conversation as well as the customer can see what has been communicated once it returns to a public setting.

This feature is designed to ensure transparency and maintain a coherent communication thread, allowing customers to see the context of what has been discussed when they return to the public conversation. The design facilitates effective customer service interactions, ensuring that customers aren't left in the dark about the conversations taking place regarding their issues.

The option suggesting only the agents or only the customer being privy to the messages doesn't reflect the collaborative nature of customer service interactions within Microsoft Dynamics 365, emphasizing the importance of keeping the customer informed and engaged.