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?
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.
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.