iOS/Android Support App: How to fix the error 'No plain text comment available'

Overview

When you attempt to use macros in your iOS or Android Support Mobile App, you might encounter the error: No plain text comment available. The error is returned because certain channels such as Mobile Support, Social Media channels (Facebook / Twitter / Google Play / Channel framework apps) don't support rich content. In those cases, we'll use the plain text fallback.

However, we do not save the plain text fallback by default as we give you the option to review your macros and adapt them in the plain text version. 

Procedure

The fix for this error is very simple, you will need to do the following:

- Add a plain text version of the macros. You will need to do this for each macro you plan to use on channels that do not support Rich content:

- Once you save all macros you intend to use, log out from the mobile app and log back in to ensure macros are available immediately and not to be subjected to any caching.

- Now you will see the plain text version of your macro applied on mobile.

If you experience any issues following this article, please get in touch with our support team.