Is it okay to use emojis in customer replies?

Yes 👍. If done right.

Used sparingly, they say: I’m human, and I see you.

Used excessively, they say: I’m texting from a trampoline park.

Pro tip: match the customer’s tone. If they sign off with “Cheers! 😄” you’ve got emoji permission. If they say “Regards,” maybe stick to words and existential dread.