Please can you explain why messages in INR cases are now truncated?

Up until recently I could read the entire messages between myself and the customer but now the messages are cut off and only show the first 200 or so characters. I don't see the point in this change as sometimes I need to refer back to what was said and I now I can't.

I've attached a screenshot and redacted it but you should be able to get the gist of what I mean.