We are currently using Conversation AI for SMS communication, and we’ve encountered a consistent issue that affects both user experience and professionalism.

When a contact reacts to a message (e.g. ❤️ 👍 😂 or similar reactions), Conversation AI treats this as a new incoming message and responds to it. This leads to unnatural and sometimes confusing interactions, since a reaction is not an actual reply or intent to continue the conversation.

Example scenario:

AI sends a message to the contact

Contact reacts with 👍

Conversation AI sends a follow-up message as if the contact replied with text

This creates unnecessary messages, breaks the conversational flow, and can feel awkward or even spammy from the customer’s perspective.

Expected behavior:

Conversation AI should ignore message reactions entirely and not trigger any response, workflow, or automation when a contact only reacts to a message.

Suggested solution:

Introduce a built-in filter or setting such as:

“Ignore message reactions (likes, hearts, emojis without text)”

Or automatically detect and suppress responses to reaction-type inputs

Ideally, this should apply across all Conversation AI channels where reactions are possible (SMS, WhatsApp, etc.).

Why this matters:

Improves conversation quality and realism

Prevents unnecessary or duplicate responses

Aligns with how humans interpret reactions (acknowledgment, not a reply)

Reduces risk of annoying or over-messaging leads

This would be a highly valuable quality-of-life improvement for all users relying on Conversation AI for customer communication.