#2444-Images visibility broken to agents in shared inbox

Images shared over the WhatsApp chats are delivered successfully and visible to customers. However agents cannot view the same images inside the shared inbox. The chat shows broken or blank image placeholders and issue was found since 27 Dec.

Any image visible to the customer should also be visible to agents in the chat interface.

Please investigate media fetching, caching and display logic for agent views and confirm if this is a known issue.

Dear User,

From our end, the image is displaying correctly. Please open a ticket with our support desk so we can investigate the issue from your side.

Thank you.

Best regards,

Kamrul Hasan

Dear Kamrul Hasan,

I have monitored this closely and the same issue has occurred again sine few days not every image is get broken but most of them. Images are broken for agents in the shared inbox while customers can view them correctly as mentioned earlier as well. This is the same issue highlighted earlier under support ticket ID 3502.

As mentioned in the previous ticket, you requested login details since this was not reported by other users and you wanted to check from our account.

Based on repeated occurrences across different dates I believe this is not an account level issue. The behavior points to a system level problem related to media fetching, caching or rendering in the agent interface.

Any image visible to the customer should also be visible to agents without dependency on a specific account setup.

Please re investigate this as a recurring platform issue and confirm the root cause.

Thank you.