Reaction messages | Developer Documentation

Send a reaction to a customer's WhatsApp message

ChatArchitect supports sending an emoji reaction through its API and some ready integrations, including Kommo/amoCRM. A reaction is attached to an existing message from the customer. Sending an emoji as a new text message is a different action.

Availability in another CRM or help desk depends on that integration. Check whether the action sends a WhatsApp reaction or only adds a marker inside the CRM. This guide covers outgoing reactions; reactions received from a customer are a separate direction.

Use a supported integration

1. Open the correct conversation for the connected business number and select the customer's message you want to react to.
2. Use the integration's available reaction action and choose an emoji. The exact control depends on the CRM and integration version; there is no universal menu path for all systems.
3. For a first check, use a test conversation with someone who agrees to help. Confirm on the recipient's WhatsApp that the emoji is attached to that exact message, rather than sent as a separate reply.
4. If the CRM shows a local mark but the recipient sees no reaction, collect the evidence below before repeating the action.

Use the ChatArchitect API

API support is confirmed, but the published API quick start does not yet provide a reaction request example. Obtain the current ChatArchitect method, request fields and mapping to the original message from support or the specification supplied for your application before implementing a request. Do not guess the endpoint or JSON from an imported Meta Cloud API example.

• Confirm how the API identifies the original customer message. A CRM conversation ID or an internal message ID is not automatically the required API identifier.
• Confirm which business connection the request uses, the supported emoji format and how the service reports the result.
• Use your issued ChatArchitect credentials as documented for the supplied method. A Meta System User access token does not replace the ChatArchitect App key and Secret.

The ability to send a reaction does not establish support for replacing or removing it, or the callback fields for its result. Confirm those operations separately. The API integration preparation guide is not a reaction-specific callback contract.

Check a missing or misplaced reaction

• Record the connected business number, the integration and its version, the original message and the time of the action with a time zone.
• Keep the exact visible error or API response, and any message identifier actually supplied by the integration. Include a redacted screenshot showing where the reaction appeared.
• Describe the expected result: an emoji attached to a specific customer message, with the actual result on the recipient's WhatsApp.

Send this information to ChatArchitect support without your Secret or unnecessary customer content. General sending diagnostics can help identify the source of an error, but Meta error codes and delivery-status rules should not be assumed to be the ChatArchitect reaction contract.

What an attached reaction looks like