Why is Agent capturing repetitive "thinking steps" in notes?

Hey Diana, can you give me a little bit more context as to what this is? This is a notification that you're sending a plug-in that you triggered. A little more information will help me troubleshoot your problem better. Is this the thinking just being stuck on the message card and it's not being edited out?

Hi Kevin,

This is the agent screen inside a ticket I just created. Wond-E intercepted the ticket, I had a follow up question and all of the information on the image was captured as ‘chat interaction’.

We know Wond-E should be capturing chat interactions in ‘Internal Notes’ for agent context, but as you see on the image, the same lines are populating in the notes over and over again. This doesn't look normal and it is making the conversation trail confusing. All of that text is shown on the Wond-E screen as ‘thinking’, so why is it needed on the internal ticket notes multiple times?

I completely understand and sorry this is happening! 

I would highly recommend for you to open a support ticket for this error, it's not something that we can really help you in the community because we don't have access to logs. A support member will be able to help you take a look at those logs and see what's going on and maybe even further escalate our engineering team as necessary.