Problem: A customer replies via whatsapp. A member of the support team clicks on the space to type in their reply message but the reply messages gets sent out via SMS.

Solution: When clicking in the area to reply to a customer's message, the same communication channel should be auto-selected so that there is consistency in communication channels with the customer. IF we want to reply via a different channel, then we can click on the drop down to select it.

Has anyone else experienced this problem?