It is currently not possible to see when the customer reacts to a message (e.g., like emoji, heart, etc.) sent by the agent or by automatic template.

This creates a recurring problem: we often send templates (confirmations, notices, follow-up questions) and the customer only reacts with an emoji instead of responding in text. Without viewing the reaction, the agent does not know if the customer returned, and the service may be stopped without a clear indication that the message was read or answered.

We suggest displaying the customer's reaction directly in the conversation, as it already exists on other platforms in the market (attached screenshot), showing the emoji next to the reacted message.

Benefits: