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Wong Yi Teng
Business Problem
When a contact reacts to a message (e.g. 👍, ❤️, 😂, 😢), AI Agent doesn't receive the reaction at all. Contacts often use reactions as a quick reply: a 👍 on "Can I proceed with the order?" or a ❤️ on a resolution message. AI Agent misses that signal, so the conversation stalls, AI Agent follows up on a question that was already answered, or it can't tell whether the contact was satisfied.
Desired Outcome
Pass contact reactions to AI Agent as conversation context so it can respond and act on them. To achieve this, AI Agent should:
  • Receive the reaction emoji along with the message it was attached to
  • Read the reaction as the contact's reply to that message (e.g. 👍 on a confirmation question counts as approval)
  • Be able to trigger actions from a reaction when relevant (e.g. close the conversation after a 👍 on a resolution message), and notice when a contact removes or changes a reaction