Genesys Cloud CX

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  • 1.  Genesys Web Messaging and Rich Media Interaction Support (Cards and Carousels) w/Google Dialogflow CX

    Posted 12-02-2022 11:53
      |   view attached

    Hello Community,

    We are working with integrating Genesys CX with Dialogflow CX (DFCX) and Genesys Web Messenger and trying out some of the Rich Media interactions. We confirmed Markdown Support works with DFCX and based on another post in the community, Quick Replies are also supported with DFCX (we will try that next).

    I was looking at the documentation around Web messaging and web chat feature comparison and see under "Self-Service and Automation" for Cards, "Coming Soon".

    Also, I imagine the "Coming Soon" also applies to carousels when using DFCX since per the documentation, "Carousels are bot replies that include a series of cards"? We weren't able to get the carousels to work on DFCX so wasn't sure if we were doing something wrong or it isn't yet supported.

    What is not clear is the Carousels documentation page says it is supported with DFCX:

    Bot and channel support

    Currently supported bots:

    • Amazon Lex v1
    • Google Dialogflow ES
    • Google Dialogflow CX
    • Bot Connector

    Currently supported channels:

    • Facebook Messenger
    • Genesys Web Messenger
    • LINE
    • Instagram (beta)

    Any idea?


    #ConversationalAI(Bots,AgentAssist,etc.)

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    Alan Klein
    Cresta
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  • 2.  RE: Genesys Web Messaging and Rich Media Interaction Support (Cards and Carousels) w/Google Dialogflow CX

    Posted 12-05-2022 11:11
    With the Communicate tool in Digital Bot Flows, you can create quick replies for digital menus and you can kind of create a card using a picture with text/quick replies.  Carousels will be built into this tool in some fashion.   You have to use Digital Bot Flows and they should distinguish this in the documentation.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Genesys Web Messaging and Rich Media Interaction Support (Cards and Carousels) w/Google Dialogflow CX

    Posted 12-05-2022 11:40
      |   view attached

    Hi Robert,

    We have some Rich Media working within Genesys/Dialogflow CX and the documentation says Dialogflow CX is supported for Rich Media Cards (just found that after my above post) and Carousels (in my original post). This is where the confusion is vs. the Genesys Graphic (Coming Soon...) - HERE / image attached.

    So you are staying Rich Media (Quick Replies, Cards, and Carousels) are only supported using Genesys Dialog Engine Bot Flows?

    Quick Replies

    Currently supported bots:

    • Genesys Dialog Engine Bot Flows
    • Amazon Lex V1
    • Google Cloud Dialogflow CX
    • Google Cloud Dialogflow ES
    • BYOB Connector
    • Nuance Mix

    Currently supported channel targets include:

    • Genesys Web Messenger
    • Facebook Messenger
    • Twitter DM
    • LINE
    • WhatsApp Messenger
    • Instagram

    Cards

    Currently supported bots:

    • Amazon Lex v1
    • Google Dialogflow ES
    • Google Dialogflow CX
    • Bot Connector

    Currently supported channels:

    • Facebook Messenger
    • Genesys Web Messenger
    • LINE
    • WhatsApp Messenger
    • Instagram (beta)

    Carousels

    Currently supported bots:

    • Amazon Lex v1
    • Google Dialogflow ES
    • Google Dialogflow CX
    • Bot Connector

    Currently supported channels:

    • Facebook Messenger
    • Genesys Web Messenger
    • LINE
    • Instagram (beta)


    ------------------------------
    Alan Klein
    Cresta
    ------------------------------



  • 4.  RE: Genesys Web Messaging and Rich Media Interaction Support (Cards and Carousels) w/Google Dialogflow CX

    Posted 12-05-2022 15:06
    All the RCS (Rich Content Services) are only supported through Web Messaging flows with Genesys Dialog Engine Digital Bot flows.  There is no support in the Dialog Engine Bot Flows.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Genesys Web Messaging and Rich Media Interaction Support (Cards and Carousels) w/Google Dialogflow CX

    Posted 12-05-2022 16:00
    You lost me.

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    Alan Klein
    Cresta
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  • 6.  RE: Genesys Web Messaging and Rich Media Interaction Support (Cards and Carousels) w/Google Dialogflow CX

    Posted 12-05-2022 16:39

    Rich Media works with all those listed, but in Genesys Cloud, there are two Bot flows - Dialog Engine Bot Flow and Dialog Engine Digital Bot Flow



    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------