Adding emojis to messages would make conversations feel more friendly, human, and expressive for both agents and end users.

What this could enable:

• Use emojis anywhere in chat (for both admins/agents and users) to add tone and clarity to responses.

• Type emoji shortcodes like Slack (e.g., :smile: or :pray:) to insert emojis quickly.

• Emoji autocomplete while typing: when someone types : (like :pr), show a small emoji suggestion list/picker to choose from.

• Simple text-to-emoji conversions for common emoticons (e.g., :) → 😀) for fast, lightweight emoji entry.

• Multiple emojis in a single message so agents can add warmth without extra steps.

Overall, this would help teams communicate faster and make replies feel more personable—especially in support conversations where tone matters.