Reply to a customer vs. Internal note
Agents should copy and paste the generated link:
* into a reply if they want to request a recording from a customer.
* into a note if they want to request a recording from a teammate.
What does the flow look like on the customer's side?
When an agent requests a recording from a customer, there are two different scenarios:
1. Customers open the `has requested a recording` link **via Jira's portal**. In this case, customers can either:
1. Copy/paste the recording link into the description field.
2. Post the recording directly.
2. Customers open the `has requested a recording` link **via their email**. In this case, they need to submit the recording at the end of the recording process.
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