channels
WhatsApp reads photos, documents and voice notes
WhatsApp now reads photos, documents and voice notes, renders formatting correctly, and never leaves a customer without a reply.
Fixed
- Photos, documents and voice notes now work over WhatsApp. A message sent with one used to arrive at your agent as empty text — or, for a voice note, never arrive at all — so the agent either had nothing to go on or never replied. All three are now read and handed to the agent the same way they are on the web widget. See Attachments.
- WhatsApp replies show formatting properly instead of raw markdown. Bold text and headings
used to arrive as literal
**asterisks**and##symbols, because WhatsApp doesn't render markdown. Replies are now converted to WhatsApp's own formatting before sending. - A reply over WhatsApp's length limit now sends in full. A long answer used to fail outright rather than being split, so the customer got nothing back. It's now delivered as multiple messages instead.
- If a message fails to process, the customer now gets a reply instead of silence. A failure used to be logged with nothing sent back. The customer now gets a short apology and can try again.