Previously, you couldn't see outgoing messages that agents send directly in messengers and social networks in Usedesk. This applies to the channels we connect to you through the Pact service: WhatsApp, WhatsApp Business, a personal Telegram account and a personal VKontakte account.
In other words, an agent could write to a client not through Usedesk itself, but directly from a personal Telegram number linked to Usedesk. The client would reply, and his message would appear in Usedesk. However, the agent's message would not be uploaded to Usedesk. This was very inconvenient as you couldn't see the full dialog in Usedesk.
We have solved this issue – such outgoing messages are now displayed in Usedesk. They are shown as sent on behalf of the bot.