We get it, big text fields can be scary, but this should be the least scary text field you ever encounter. This is purely an area for you to give your agent some context about why the conersation is happening. Is the contact engaging through a chat widget on your website with an offer? Let it know! Is the agent responding to a re-activation campaign? Let it know!

No sense in overcomplicating this field 😅 give your agent some context, even utilizing variables from the variable search if needed! Then off to the races 🐴