Inbox, attach link to knowledge base, WhatsApp chat.

Community Discussion
1

In the inbox when replying to a support request received via WhatsApp, the option to add knowledge base links to the conversation does not appear. This option is available in live chats, but not in WhatsApp conversations. Is there any way to adjust or improve this?

1 Like
2

Hi,

Thank you for reaching out.

Could you please share a screenshot or a screen recording of the issue? This will help us better understand the situation and allow me to coordinate with our team to explore possible options.

We appreciate your cooperation and look forward to your response.

3

Here is a link where a demonstration of the icon appears.

Screenshot_124
Screenshot_1241498×894 98.3 KB

4

Thank you for sharing the screenshot.

Apologies for the inconvenience, but please be informed that the option to copy is not available for channels, as this functions the same way as tickets. At the moment, copying is only supported for knowledge base URLs during live chat sessions, and not within tickets or other channels.

We appreciate your understanding. If you have any other questions or need further assistance, please feel free to reach out.

5

This is a WhatsApp conversation, which is also live. When I’m interacting, it would be very practical to be able to add links to the conversations, since many clients use WhatsApp Web and access to documentation would be very helpful. Could you evaluate this to make an improvement?

6

Hi @sg6sistemas,

Thank you for your valuable suggestion. We understand how useful it would be to have the ability to send clickable links directly within live WhatsApp conversations, especially for sharing documentation and helpful resources with clients using WhatsApp Web.

At this time, functionality may depend on the integration limitations and supported features within the current WhatsApp channel setup. However, we agree that easier link sharing could significantly improve communication efficiency and customer support workflows.

We truly appreciate your feedback and will gladly forward this feature request to our product team for evaluation and possible future enhancements. User suggestions like yours play an important role in helping us improve our platform.

Regards,

7

Ok, estamos juntos… Valeu