If you have Proactive Chat implemented and a Campaign is triggered (e.g., proactively offer help to answer questions on a webpage), and the Customer accepts the help and replies, then Quick Reply is not available, including Threads, as this skips the Onboarding process and takes the Customer directly to an Agent. But if the Customer chats in first without responding to a Proactive Chat Campaign, then they’ll see your Quickly Reply button options.
Q. How does Threads behave with Proactive Chat Campaigns?
