2. Child cases are no longer limited to just "Email" and "Calls" channels; they can now be created from other channels that allow initiating conversations with users through Deskie, such as WhatsApp, Telegram, Slack, and Mattermost.
There are two ways to create a child case from an active chat or a case page:
— By clicking the "+" icon in the top-right corner of the agent's account;
— By clicking on the username, email, phone number, or channel in the user's information panel.
For more details on how this works, see
here.