Hi Fernando,
Thank you very much for the explanation and confirmation. This helps us validate that our understanding is correct: the limitation is not on the WhatsApp channel itself, but on the Genesys Cloud bot/rich media support layer for the native Google Dialogflow CX integration.
In our use case, Dialogflow CX would remain the main conversational engine, while Genesys Architect/Digital Bot Flow would be used to present rich media components that are currently not supported through the native Dialogflow CX integration, specifically List Pickers and images.
We also reviewed additional information in the Genesys Ideas portal related to List Picker support in Digital Bot Connector:
https://genesyscloud.ideas.aha.io/ideas/OPCON-I-139
Based on this, we would like to clarify the following points:
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Is Digital Bot Connector v2 intended to extend the native Google Dialogflow CX integration, or is it only intended for custom third-party bot integrations through the DBCv2 APIs?
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Considering that there could be multiple rich media interventions during the same customer journey, would the recommended mitigation be to preserve functional continuity by passing context back to Dialogflow CX through Initial Event Name, Agent Input Text, and Session Parameters?
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Is there any roadmap to expose List Picker support directly in the native Google Dialogflow CX integration through a documented custom payload schema, similar to genesys_quick_replies or genesys_carousel?
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Finally, regarding availability, is Digital Bot Connector v2 currently available only for customers enrolled in the Limited Availability program, or is there a process to request access for this specific use case?
Our main goal is to confirm whether the hybrid approach with Dialogflow CX + Architect/Digital Bot Flow is the currently recommended path, or whether Digital Bot Connector v2 could be an applicable alternative for this scenario in the future.
Thanks again for your help and guidance.
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Israel Valverde
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Original Message:
Sent: 06-15-2026 17:41
From: Fernando Sotto dos Santos
Subject: List Picker support in Genesys Cloud + Google Dialogflow CX integration (WhatsApp)
Hi Israel,
Your interpretation is correct. At the moment, the limitation does not appear to be on WhatsApp itself, because WhatsApp is listed as a supported channel for List Picker. The restriction is in the Genesys Cloud bot/rich media support layer for the Google Dialogflow CX integration.
Genesys documentation currently shows List Picker support for Genesys Digital Bot Flows, while the Dialogflow CX integration documentation exposes rich media patterns mainly through the available custom payloads such as genesys_quick_replies and genesys_carousel. I am not aware of a supported genesys_list_picker custom payload schema for Dialogflow CX today.
So, in practical terms:
- The limitation is on the Genesys Cloud integration/support matrix, not on the WhatsApp channel itself. Dialogflow CX can return custom payloads, but Genesys must explicitly interpret and translate those payloads into a supported Genesys rich media object. Since List Picker is not exposed for Dialogflow CX in the documented schemas, it should not be considered supported.
- For roadmap confirmation, only Genesys Product Management or Genesys Support can provide an official answer. I would not assume future support unless it appears in the official release notes or documentation.
- The hybrid architecture is a valid alternative, especially if the List Picker is required only for the initial menu or for specific guided selections. A possible pattern would be:
Use an Architect Digital Bot Flow to present the WhatsApp List Picker, capture the selected option in a slot, then call the Dialogflow CX bot using the Call Dialogflow CX Bot action, passing the selected value as Agent Input Text or as a Dialogflow CX session parameter. The Dialogflow CX bot can then continue the conversational logic from that context. The Call Dialogflow CX Bot action supports use in message flows and allows session parameters to be passed in and retrieved back into Architect.
The main caveat is that, if Dialogflow CX needs to present another List Picker later in the conversation, it will face the same limitation again. In that case, the flow would need to return control to Architect/Digital Bot Flow for that specific List Picker step, or use a supported Dialogflow CX rich media alternative such as Quick Replies, Cards, or Carousels.
Also, for WhatsApp List Pickers in Digital Bot Flows, it is important to consider the channel limits, such as up to 10 total rows across sections and no image support in WhatsApp List Pickers. Genesys also recommends checking the device capability with FindString(Flow.deviceCapabilities,"LIST") > 0 before sending the List Picker.
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Fernando Sotto dos Santos
Consultor de Atendimento Senior Grupo Casas Bahia
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