Hi Team,
We use this app because Freshchat is not yet able to reply-to on Instagram comments.
As the support team mention in ticket #13576450, Freshesk currently doesn't support emoji's and the system passes the emoji's in a system readable format and not as emoji.
Please help to share this idea to the developer team because the customer really hope that in the next update, you can provide emoji’s when replying to comments on Instagram because emoji is one thing they need to give a cheerful and friendly impression when replying to customer comments.
Thank you.
