As a user, when a client replies to the Case, the notification appears only at the Case level. The last outstanding Action does not receive the notification, even though the user expects to be notified directly within the Action they are working on. This causes replies to be missed because users naturally check the Action, not the Case. The expected behaviour is that replies should notify or link directly to the last outstanding Action, so users can continue the workflow without searching for the reply at the Case level.