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List Picker support in Genesys Cloud + Google Dialogflow CX integration (WhatsApp)

  • 1.  List Picker support in Genesys Cloud + Google Dialogflow CX integration (WhatsApp)

    Posted yesterday
    Hello dear,
    I'm requesting your technical validation and confirmation regarding rich media support -specifically List Picker- in the native integration between Genesys Cloud and Google Dialogflow CX for the WhatsApp channel.
     
    According to the official documentation (https://help.genesys.cloud/269311/#bot-support-for-media-types), Dialogflow CX as a bot engine is not listed as supporting List Picker, even though WhatsApp as a channel does support it. Additionally, after reviewing the available custom payload schemas for this integration (genesys_quick_replies and genesys_carousel), we don't see a way to build a List Picker from DFCX.
     
    Our specific questions are:
    1. Is this limitation on the Google Dialogflow CX side or on the Genesys Cloud integration layer?
    2. Is there any roadmap to enable List Picker support in this integration?
    3. While native support does not exist, what is the architecture recommended by Genesys for this use case? We are evaluating a hybrid model (native Digital Bot Flow for the main menu with List Picker + Call Dialogflow CX Bot action for the subsequent conversational logic). Could it be a real alternative?
     
    Best regards,

    #Integrations

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    Israel Valverde
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  • 2.  RE: List Picker support in Genesys Cloud + Google Dialogflow CX integration (WhatsApp)

    Posted yesterday

    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:

    1. 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.
    2. 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.
    3. 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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