But I must say there's something very important lacking in it. Ability to search and find users using features like the user's message. For instance, I might ask a user to forward his/her phone number which might be different from her WhatsApp contact. The abilty to search for a user using one of their messages will go a long way to speed up the work. 

I do hope you understand what I mean. You can search for a user's chats by name they respond on a request while chatting with me, a phone number they sent or any other thing apart from the ticket number or their WhatsApp number. 

Thank you for your time.