Current State:

Currently, agents can add either internal comments for team-only collaboration or public replies that are sent to customers. Because these options sit close together in the UI, there is an ongoing risk that an agent may accidentally send sensitive internal information to a customer by selecting the wrong option.

Proposed Future State:

It would be a great feature for the admins to have the ability to show the confirmation screen before an agent can reply to the customer in the comments.

Alternative

Currently, this add-on can do the job but it is not available for Cloud Platform.