V
Viktor Iwan Kristanda
Currently, the system does not support displaying quoted/referenced messages from previous chats.
Expected behavior:
Similar to WhatsApp, when a user refers to a previous message (e.g., an image or text), the system should display a quote preview of that message so the agent can understand the context.
Actual behavior:
The system only shows the latest incoming message without any reference to the previous message being mentioned. As a result, agents cannot identify which message or image the user is referring to.
Example case:
User sends an image
Then quoting the previous image and says: “this one” / “I’m asking about this promo”
In WhatsApp → agent sees quoted image
In current system → no reference is shown, only plain text “this one” / “I’m asking about this promo”
Impact:
This creates confusion for agents and slows down response time, especially when users refer to previous images or messages.
Request:
Add support for quote/reply message referencing (like WhatsApp) so previous messages (especially images) can be displayed in context.