If a visually impaired customer sends us a voice memo from Facebook Messenger, the comments just shows as:
[Customer Name] attached a file
See attachment in Facebook
As seen in this screenshot.
We have to click on the link and we're then taken to our inbox in Facebook, where we have to search for the user, find the conversation, locate the voice memo, and listen to it there. It would be good if we could listen to these within Zendesk, or at least be able to download them from Zendesk. I'm not sure if there are FB API restrictions or if this is something that could be added.
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