As it exisits now, the auto population feature for messages in Neos is backwards. Depending on what field you begin with, incorrect information is being presented and/or replacing desired information.
Example: When a caller is listed, their phone number fills the phone field. However, when a case number or client name is referenced in the fields below, the client's phone number replaces the caller number. The same with using the case number field, as it completely replaces the caller name and phone number with the client information. Unless the user is watching their fields like a hawk, messages will go out with the wrong information.
Either removing the autopopulation or reorganizing the order of fields that pull information would be a better use of the message screen. Please and thank you.
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