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.
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Karl Beal
Severn Trent Water
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Original Message:
Sent: 07-12-2024 00:14
From: Tatjana Knezevic
Subject: Emoji reactions WhatsApp
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:
![](https://higherlogicdownload.s3.amazonaws.com/GENESYS/MessageImages/3007523de0c742ff810a78118d7f4922.png)
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Tatjana Knezevic
www.startelecom.cloud
https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
Original Message:
Sent: 07-11-2024 11:36
From: Karl Beal
Subject: Emoji reactions WhatsApp
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
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Karl Beal
Severn Trent Water
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