Genesys Cloud - Developer Community!

Hi Team,

I have developed digital bot flow for my upcoming project. currently i'm having some issue on quick reply labelling as it's follow the same Question of digital bot.

How i can customize the digital menu option to preferred name. Please find the screenshot below.

Quick reply with same name of question

#Architect

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Anbarasan AL MUNIANDY
Asia Regional Telephony Lead at Europ Assistance
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Hi Anbarasan

I found the following on the resource center, not sure if this might resolve your problem - https://help.genesys.cloud/articles/work-with-quick-replies-and-carousels-in-digital-bot-flows/#QuickReplies

Regards

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Stephan Taljaard
EMBEDIT s.r.o
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Hi Anbarasan,

From my knowledge, this is currently not possible.

The Digital Bot Flow is designed to work across all supported messaging platforms, not only WhatsApp. The customisation you're looking for (using a custom quick reply label that differs from the question text) appears to be a WhatsApp-specific capability, whereas Digital Bot Flows need to maintain a common behaviour across multiple channels.

Because of this, I believe Genesys is automatically handling the quick reply labels and using the question text as the label.

To get a definitive answer from the product team and verify whether there are any supported workarounds or upcoming enhancements, I would recommend opening a ticket through the Genesys Partner Portal and confirming the feature's availability with Genesys directly.

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Muhammed Shibil
Senior Software Engineer
Feebak : The Voice of Customer
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