I'm currently working on a customer service application that allows users to communicate with our support team via Chat and Email channels. We're using an API to manage the communication between our application and the chat/email platforms, but we've recently encountered an issue where the API is not working for these channels.
Specifically, we're unable to send or receive messages through the Chat and Email channels using the API. We've confirmed that the issue is not with our application code, as we're able to successfully send and receive messages through other channels, such as SMS and Voice.
We've tried troubleshooting the issue by reviewing the API documentation and reaching out to the platform's support team, but we haven't been able to find a solution. We suspect that there may be an issue with the API configuration or the platform's integration with the API.
Has anyone in the community encountered a similar issue with using an API for Chat and Email channels? What steps did you take to resolve the issue? Are there any best practices or common pitfalls that we should be aware of when working with APIs for these channels?
Any guidance or advice would be greatly appreciated. Thank you in advance for your time and assistance!