Custom app for Canned response

App Platform
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One of the Freshchat users from California has their own server for canned responses. They are currently using SmartPlug to connect to that server and send the canned response as message to the conversation.

Since SmartPlug is being deprecated, they are looking to build the same functionality through custom apps. We have two limitations in achieving that.

  1. They want to send messages to the conversation without consuming an API. There is an interface method to paste text into the text editor. But there is no documented way to trigger the send button.
    Does this have a workaround?

  2. They want responses to be retained in the custom app sidebar when the agent navigates back and forth to different conversations. We found the entity storage option in other Freshworks products but it is not available for Freshchat. Is there a way here?

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