It would be nice to have the choice whether to respond to a customer with an email or text through the app when you have the chat thread pulled up. Sometimes I'll be texting a customer and then Brooke/Genius will step in and email the customer in the middle of everything and then customer emails the Genius back, then when I go to respond the app will only let me reply as an email (because that was the last thing the customer did). The system should be able to differentiate between the sales person and how we're communicating vs. talking to the Genius.