Dear Zoho Team,

I am currently having two questions regarding the WhatsApp integration of Zoho Desk, or more specifically the Sandbox WhatsApp integration.

1. I am unable to send replies via the API through the "Sandbox" channel. Here is some example code showing how I am trying to send a reply:

    ```python

    response_data = await client.post(

                    f"/tickets/{ticket_id}/sendReply",

                    json={

                        "content": "Thank you for contacting us. We will get back to you as soon as possible.",

                        "channel": "SANDBOX",

                    },

                )

    ```

There is no error message, and the response is visible in the Zoho Desk UI. However, the message is not sent. "Follow up" messages I send via WhatsApp are shown as answers to the unsent message. See the screenshot below for more details:

Is this a known limitation of the Sandbox channel, and should work fine with the WhatsApp channel?

2. I want to get a trigger when a new message is received via the "Sandbox" channel. I have tried setting up a webhook, but it is not triggered when a new message is received. It is triggered neither when a ticket is automatically created from a Sandbox message, nor when a message is received via Sandbox.

I also tried to it up as a custom Workflow instead, using the configuration visible in the screenshot below, which is also not working for answers, only for newly created tickets.

Only when I also include the "Edit" action, the Workflow is triggered for incoming messages, resulting in way too many triggers, as every action will trigger the Workflow.

Is there a (simpler) way to get a trigger when a new message is received via the "Sandbox / WhatsApp" channel?

Thank you for your help.