We have a third party chatbot integrated with our widget on the website and this uses the sendButtonTemplate integration. The issue we are having is that this does not make all messages visible to the agent when the ticket/chat is passed to them for human assistance.
Messages such as the chatbot sending a link to a page on our website or some text it has pulled from the website to provide the customer an answer will not show and instead on the ticket we see 'Unsupported Message Type'. This can cause issues for our agents as they are unable to see the content of the information sent to the customer so cannot confirm if the information was correct, which means we also cannot feed back to the chatbot provider about errors in the responses to improve the service as we cannot see them.
We raised a ticket with support regarding this (#9902731) and have been asked to raise this on here as this is currently something that there is not a resolution for but it does cause significant issues with our work.
We require some kind of work around which will allow all details of links and messages sent to customers to be transferred to the dashboard and support ticket.
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