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Interacting with "Reply" and "Reactions" messages through SDK

  • Updated

In some channels such as WhatsApp, Instagram and Messenger, there are two special ways to interact with messages:

  1.  Reply Message: functionality that allows you to select and reply to a message
  2.  Reactions:functionality that allows you to react to a message with an emoji

 

Calls via SDK, how to use ‘Reply’ e ‘Reactions’?

Sand you make calls through the conversational flow via SDK and want the aforementioned interactions to be reflected in your Desk, you need to prepare your API to receive both types of messages.

We prepare technical documentation with the structure of both types of interaction;

  • Receiving a message like “Reply” 
  • Receiving a message like “Reaction”

Important for both: Messages older than 90 days cannot be referenced, and their content will not be displayed.

Important for Reply:If you use the “Quick Reply”, “Reply”, “List Message” components, this update is mandatory to ensure that your flow can correctly understand the user’s response, as, as of 12/11/23, responses of these components will no longer arrive with the “PlainText” type and will now arrive with the new “Reply” type.

 



Important for Reactions:If you do not want reactions to interfere with the smart contact flow, you will need to ignore the new “Reaction” type when receiving the message in your API.

 

It is worth mentioning that the Desk Reactions functionality is still being developed, with launch planned for January/2024, but you can now prepare your API to receive this new type of message.😉

Reply Message Restriction

There is a restriction that occurs when the customer uses the reply feature in a media message (audio, image, video and document). In this case, the sent message is displayed normally, but the reference is not loaded into Blip Desk (as shown in image 01).

However, when the response is made referencing a text message, both the reference and the message are displayed on the Blip Desk (as illustrated in image 02).

 


Image 01: Reply Message restriction case (Reply in media)

 


Image 02: Reply Message success story (Reply in text)

 

 Historic of the Reactions sent

We recognize the importance of Reactions in certain service situations, especially when a 👍🏽 ('ok', 'positive', 'agree', 'yes') or a 👎🏽 ('disagree', 'no', 'negative') may have significant implications for the case at hand.

Therefore, we implemented a logging rule, which stores the history of all reactions sent during the conversation. This information can be consulted later, meeting different usage needs.



For more information, visit the discussion on the subject in our community or the videos on our channel. 😃

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