Build trust with your customers by offering the standard WhatsApp features they expect. Service reps now see the emoji reactions that customers add to messages, and when a customer replies to a specific message, reps see that reply tethered to the original message it responds to. Reps get the context they need to provide faster, more personalized support.
Where: This change applies to Enhanced WhatsApp and Unified Conversational Platform (UCP) channels in Lightning Experience in Enterprise and Unlimited editions. View supported editions.
Why: Customers expect communicating with your business on WhatsApp to feel just like chatting with their friends and family. If the experience falls short, it can erode trust. Now you can give your service reps the same conversational tools that customers use every day. When a customer reacts with a thumbs-up or replies to an earlier message, reps see exactly what the customer refers to, right in the conversation view.
How: Tap-back reactions and message replies are available by default in your conversation if you use Digital Engagement 2.0.
| Customer action | Within 48 hours | After 48 hours |
|---|---|---|
| Tap-back reaction (emoji) | The service rep sees the original message with the reaction. | The service rep sees only the reaction, not the original message. |
| Reply to a specific message | The service rep sees the reply with the original message. | The service rep sees only the reply message, not the original message. |