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  • 1.  Emoji reactions WhatsApp

    Posted 07-11-2024 11:36
    Edited by Cameron Tomlin 07-15-2024 11:46

    Hello, 

    If a customer emoji reacts to one of our messages on WhatsApp we have no way of seeing this. 

    Is this a Genesys issue or is this a WhatsApp for business issue? If WhatsApp for business don't support emoji reactions do they at least pass something in the API that tells Genesys so then something could be developed to advise an agent rather than us thinking the customer is idle?

    Edit - Seeing other providers can receive emoji reactions via the cloud API so is there a reason Genesys have not implemented this?


    #API/Integrations
    #Conversational AI (Bots, Agent Assist, etc.)
    #DigitalChannels

    ------------------------------
    Karl Beal
    Severn Trent Water
    ------------------------------



  • 2.  RE: Emoji reactions WhatsApp

    Posted 07-12-2024 00:14

    Hi Karl, 

    I haven't experienced or found any documentation regarding the WhatsApp emoji limitation. Here is the conversation I just made, and emojis were sent from both ends, from customer to agent and vice versa. As you can see from the screenshot, emojis sent by the customer are visible on the agent UI:



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------

    Original Message


  • 3.  RE: Emoji reactions WhatsApp

    Posted 07-12-2024 02:57

    Hi Tatjana

    Sending emojis within messages is fine but the issue is if a customer emoji reacts to a message. 

    See examples attached, as a customer I emoji reacted to a message yet within Genesys I have no idea this has happened. 





    ------------------------------
    Karl Beal
    Severn Trent Water
    ------------------------------

    Original Message


  • 4.  RE: Emoji reactions WhatsApp
    Best Answer

    GENESYS
    Posted 07-15-2024 11:52

    Hello Karl, 

     

    I have checked internally and found this is specific scenario is not supported at this time.  Here is the idea for it. It's under future consideration, but not on the 12 month-road map for third party digital channels. 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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