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Multiple question marks in thread of an incident
Answer ID 12121   |   Last Review Date 03/17/2022

Why does the message thread contain question marks ????'s?

Workspaces, Incident processing
For both BUI and .NET
Multiple question marks "????" in the thread of an incident is a result of conversion from symbolic Unicode character (for example: "emoji") to non-Unicode character.
There are scenarios where an emoji is displayed.  That is due to how the emoji was stored into the message thread.  If it is HTML with a link to the emoji it will display.  If the emoji is stored as symbolic Unicode it will not display the emoji, instead question marks are set in its place.  Chat supports emoji's, but these too will revert to question marks when saved to a message thread.