I have an update after doing some investigation...
Genesys Widgets does indeed support Rich Messaging, assuming you have the appropriate version of the Widgets. And Rich Messages are defined as Standard Responses, as per the documentation.
However, it was not made clear in the documentation that Rich Messaging is only supported by certain media channels in WDE. Those include Apple Business Chat, LINE, and WhatsApp. WDE
does not support Rich Messaging for native Genesys chat. So when you select a Rich Message standard response, WDE simply sends the JSON as plain text.
Rich Messaging will eventually be made available in Workspace Web Edition 9.0, but there are no plans at this time to bring it to WDE 8.5.
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Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com------------------------------
Original Message:
Sent: 02-06-2019 15:20
From: Jim Crespino
Subject: Genesys Widgets Rich Messaging
What version of WDE are you all using? I feel like either WDE or a WDE plug-in would need to be in place that is able to distinguish rich message standard responses from regular standard responses, so that is can craft the Chat API message in the proper way. Otherwise, WDE is going to assume a standard response is a standard response and send it as text, which sounds like what is going on.
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Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com
Original Message:
Sent: 02-05-2019 04:45
From: Giuliano Ferri
Subject: Genesys Widgets Rich Messaging
The same applies to us: same problem! Just plain text showed. We're not able to show quick reply using standard responses from WDE.
So, we're three with the same problem!
Regards
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Giuliano Ferri
Indra Italia spa
Original Message:
Sent: 02-04-2019 16:10
From: Riccardo Paoli
Subject: Genesys Widgets Rich Messaging
Also I made same attempts but unfortunately without results.
I opened a similar discussion (https://community.genesys.com/communities/community-home/digestviewer/viewthread?GroupId=13&MessageKey=a91cc862-79ef-419c-9076-2982f6d74acd&CommunityKey=04e76a4a-2a03-4059-ab66-82e058125372&tab=digestviewer) but I did not have much luck for the moment.
Thanks.
Riccardo
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Riccardo Paoli
NTT Data Italia S.p.A.
Original Message:
Sent: 01-30-2019 08:55
From: Bela Mako
Subject: Genesys Widgets Rich Messaging
Hi All,
I tried to implement solution described: Documentation:GWC:Deployment:GWCRM:Current - Genesys Documentation
Configuration I did:
Crated Media Origin: genesys-chat : Annex: rich-media-types: Quick Replies (also tried quick-replies)
Crated a Standard Response in eService Manager as structured message where:
Media Origin: genesys-chat and Type: Quick Replies
And JSON Part: JSON message described in the documentation
When chat established between WDE Agent and Live Chat (version: 9.0.007.09) Widget, tried to send message as standard response from WDE.
But, that appears in Widgets as plain text and not as rendered quick replies.
I also tried to send Quick Replies JSON object as a message from WDE. Both, cases that appears no rendered format in Chat Widgets.
Can Anyone help me how to send Quick Replies Standard response from WDE to Widgets Live Chat to be rendered as Rich Messages?
Thanks
Bela
#DigitalChannels
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Bela Mako
Genesys - Employees
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