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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

When a response is used, Desk Web references the message, whether it is text or media.


Reply Message in text


Reply Message in media (image)

 

Reply in media (audio)

Agents can also use the Reply feature within Desk Web. By hovering the mouse near the customer's message, the Reply icon will be displayed.

 

The display will follow the same standard, referencing the message, whether it is text or media.

Reply to a text sent by the customer.

 

Reply to media sent by the customer

 

 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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