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  • 1.  Widgets Quick Replies

    Posted 11-29-2018 00:46
    Hi all,
    in Genesys Widgets v.9.0.006.02 support for rich messaging has been introduced

    In Rich Messaging section (Documentation:GWC:Deployment:GWCRM:Current - Genesys Documentation), is explained how JSON Quick Replies is formatted but but I have not found any reference on how to inject these answers? Generally it is described that a chat bot or agent can provide context-sensitive quick replies that aid in making a selection.

    Does anyone have any more information?

    Thanks a lot.

    Riccardo
    #DigitalChannels

    ------------------------------
    Riccardo Paoli
    NTT Data Italia S.p.A.
    ------------------------------


  • 2.  RE: Widgets Quick Replies

    GENESYS
    Posted 11-30-2018 11:12
    Riccardo,

    If a chat bot or agent (via a standard response) sends a properly formatted quick reply like this:

    {
    "type": "Message",
    "contentType": "quick-replies",
 
    "messageType": "text",
    "text": "Will 3:00PM tomorrow work for you?",
 
    "content": [
 
        {"id": 1, "type": "quick-reply", "action": "message","text": "Sounds Good."},
        {"id": 2, "type": "quick-reply", "action": "message","text": "No, sorry."},
        {"id": 3, "type": "quick-reply", "action": "message","text": "What else?"}
    ]
}

    When the user selects one of the 3 answers, the "text" value will be inserted into the chat text stream as a "message" just as if the consumer has typed that exact message. 

    Bots obviously can send these JSON quick replies easily.  For an agent, you'll have to configure them in GAX under the eServices manager as a Standard Response that the agent can select from the Standard Response Library in Workspace.

     


    ------------------------------
    Jim Crespino
    Director, Developer Enablement
    Genesys
    https://developer.genesys.com
    ------------------------------

    Original Message


  • 3.  RE: Widgets Quick Replies

    Posted 01-23-2019 12:49
    Hello Jim,
    in order to send a quick reply by an agent (within WDE), you said that we should use Standard Responses, defined using GAX and e-services plugin. We're trying this but, of course, nothing happens if we use plain text (we're getting the json as-is and not rendered). So, we tried to use "Structured Body" tab: there, we could insert json but we have to specify a MediaOrigin format. It seems to us that you can specify just Apple Business Chat or Facebook Messenger.
    So, is there a way to add a quick reply here? Could you specify better this point, please?

    Many thanks in advance for your help.
    Best regards,

    Giuliano Ferri

    ------------------------------
    Giuliano Ferri
    Indra Italia spa
    ------------------------------

    Original Message


  • 4.  RE: Widgets Quick Replies

    Posted 06-21-2019 10:29
    Hi all,
    I confirm that from BOT it's easy to do. We just do it from BOT and it works fine. We using the Genesys PSDK version 9.0.0.17 and Genesys Widgets Sample v9.0.013.03.

    if you will structure the message correctly you will see the following rendered message:

    Rich Message

    In the other hand you can develop a plugin to customize the WDE and send the RichText message and read Text response...

    I will try to configure a standard response.

    ------------------------------
    Gaetano Gala
    ggala@indracompany.com
    Indra Italia spa
    ------------------------------

    Original Message


  • 5.  RE: Widgets Quick Replies

    Posted 05-31-2020 11:48
    Hi
    You are using PSDK version 9.0.0.17 for the Chat Bot? I see you use Watson or is just a name?
    Any chance you can show which modes you used? Or which sample did you use? 

    ------------------------------
    Jorge Cornejo
    Individual Only Contact Account
    ------------------------------

    Original Message


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