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Feature Request: Freshchat reply to specific message indicator

Related products:Freshchat
  • January 26, 2023
  • 1 reply
  • 66 views
Ravia Xu
Apprentice
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Hi team,

As Freshchat is able to integrate with several media social platforms, we noticed a critical missing point. Let’s say our customers reach out to agent through IG/ FB messenger/ WhatsApp, etc. These platform provides the feature “reply to specific message”, PFB SS.

  1. Instagram’s POV
    Customer replies to agent by referring to agent’s specific message.
  2. Freshchat’s POV
    Agent couldn’t identify which message that the customer is referring to, causing extra effort to double confirm.

 

Please consider and keep us updated.

Thanks.

1 reply

A
Active Contributor
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  • astr0b0y
  • Active Contributor
  • April 23, 2024

Very important, even in native Freshchat, to be able to reply to specific messages and that action shows in the chat as:

“Quoted client chat text” |

         Agent reply text <-|          

 

This is needed because clients can ask many seperate questions before an agent can reply and currently, answers can be confused as no longer in the correct time context, causing confusion and requiring the agent to repeat information.

 

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