freescout-help-desk/freescout

AI Summary: Debug and resolve keyboard shortcut conflicts in FreeScout. The issue involves unwanted horizontal rule insertion (ctrl+enter) and extra line breaks (enter) when sending replies, impacting both email and live chat functionality. The solution requires investigating the keyboard shortcuts module's interaction with the reply functionality, potentially modifying its code or configuration to prevent the unintended behavior.

AI Summary: Improve FreeScout's chat functionality to prevent all messages from a customer, even after closing a conversation, from going to the same conversation. This requires either modifying the system to respect the 'closed' status and open a new ticket when a new message arrives from a closed conversation, or changing the chat cookie to a session cookie (with a configurable option).

AI Summary: Update FreeScout's WhatsApp integration to utilize Twilio's dedicated template message endpoint instead of the deprecated freeform endpoint. This requires modifying the code to detect template messages and route them appropriately, potentially adding a configuration option for endpoint selection, and implementing error handling to inform users when templates are used incorrectly.