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  • 1.  presenting a list when using chat bot in chat

    Posted 06-13-2022 06:02
    We're trying to implement a chat bot into several interaction types. We're using the same chatbot in chat and whatsapp.

    When used in whatsapp if the slot type is a list, this list is present as a list for a user to click on and respond.

    However when used in chat this slot type  doesnt appear as a pressable button but instead the user needs to type in the word. Is it possible to change this behaviour to present a list in chat too?
    #ConversationalAI(Bots,AgentAssist,etc.)

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    Harpal Dhillon
    Foxtons Limited
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  • 2.  RE: presenting a list when using chat bot in chat

    Posted 06-13-2022 09:45
    Hi
    If you use messenger and bot flows you can use lists/quick responses out of the box.

    Kind regards

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    Philip Thys
    British Telecommunications PLC
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  • 3.  RE: presenting a list when using chat bot in chat

    Posted 06-13-2022 12:30
    ah perfect. thanks!

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    Harpal Dhillon
    Foxtons Limited
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  • 4.  RE: presenting a list when using chat bot in chat

    Top 25 Contributor
    Posted 06-13-2022 16:53
    Quick replies are only available with message interactions (including social media messengers) not on chat interactions.
    You will find a full list of bots and channels supported here:
    https://help.mypurecloud.com/articles/work-with-quick-replies-in-bot-conversations/

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    Anton Vroon
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  • 5.  RE: presenting a list when using chat bot in chat

    Posted 06-14-2022 05:23
    Hi Anton,

    I was able to get this working in the new web messenger as per Philips response. It works well.

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    Harpal Dhillon
    Foxtons Limited
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  • 6.  RE: presenting a list when using chat bot in chat

    Posted 06-14-2022 10:41
    If you are building the Bot Flow in Architect and using the quick replies in that Bot Flow, you will want to vote on this idea: https://genesyscloud.ideas.aha.io/ideas/AI-I-90. And, until that idea is put in place, you will want to look for bot interactions that do not end due to a non-response to those quick replies.

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    Dan Fontaine
    ConvergeOne, Inc.
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