Genesys Cloud - Main

Hi People!
We need to implement a whatsapp inbound flow, and we need to make a simple self-service message flow to ask 2 questions to customer to determine on what ACD queue transfer.

These is possible? (can you send any tips to know how can we do this)? Or only is possible with a bot implementation like Amazon Lex?

Best Regards!
#Routing(ACD/IVR)

------------------------------
Val Appleyard
------------------------------

Should definitely be possible. Whatsapp uses Message Flows the same as SMS.  So you could build out a SMS flow and the final result should be very similar to when you get access to Whatsapp.

You could have an auto response that says if you are calling looking for tech support please text back 1 if you're calling for billing text back 2. No Lex needed (:

------------------------------
Paul Dittrich
Aria Solutions
------------------------------

Thank you Paul,
Finally I use "Message.Message.body" variable to read message from customer and "Send Response" to send a text to customer.


Best Reagards!

------------------------------
Val Appleyard
Know How SA
------------------------------

Original Message:
Sent: 11-25-2019 10:43
From: Paul Dittrich
Subject: Read Message / Simple Self-Service Message for Whatsapp

Should definitely be possible. Whatsapp uses Message Flows the same as SMS.  So you could build out a SMS flow and the final result should be very similar to when you get access to Whatsapp.

You could have an auto response that says if you are calling looking for tech support please text back 1 if you're calling for billing text back 2. No Lex needed (:

------------------------------
Paul Dittrich
Aria Solutions
------------------------------

Hi Val,

Can you clarify on Read Message which toolbox you used to read customer input ?

As for sending response we are using "Send Response"


------------------------------
MM
------------------------------

Original Message:
Sent: 12-03-2019 10:45
From: Val Appleyard
Subject: Read Message / Simple Self-Service Message for Whatsapp

Thank you Paul,
Finally I use "Message.Message.body" variable to read message from customer and "Send Response" to send a text to customer.


Best Reagards!

------------------------------
Val Appleyard
Know How SA
------------------------------


Original Message:
Sent: 11-25-2019 10:43
From: Paul Dittrich
Subject: Read Message / Simple Self-Service Message for Whatsapp

Should definitely be possible. Whatsapp uses Message Flows the same as SMS.  So you could build out a SMS flow and the final result should be very similar to when you get access to Whatsapp.

You could have an auto response that says if you are calling looking for tech support please text back 1 if you're calling for billing text back 2. No Lex needed (:

------------------------------
Paul Dittrich
Aria Solutions

Hi!


------------------------------
Val Appleyard
Know How SA
------------------------------

Original Message:
Sent: 08-28-2020 20:19
From: Mirza Mahboob Baig
Subject: Read Message / Simple Self-Service Message for Whatsapp

Hi Val,

Can you clarify on Read Message which toolbox you used to read customer input ?

As for sending response we are using "Send Response"


------------------------------
MM
------------------------------


Original Message:
Sent: 12-03-2019 10:45
From: Val Appleyard
Subject: Read Message / Simple Self-Service Message for Whatsapp

Thank you Paul,
Finally I use "Message.Message.body" variable to read message from customer and "Send Response" to send a text to customer.


Best Reagards!

------------------------------
Val Appleyard
Know How SA


Original Message:
Sent: 11-25-2019 10:43
From: Paul Dittrich
Subject: Read Message / Simple Self-Service Message for Whatsapp

Should definitely be possible. Whatsapp uses Message Flows the same as SMS.  So you could build out a SMS flow and the final result should be very similar to when you get access to Whatsapp.

You could have an auto response that says if you are calling looking for tech support please text back 1 if you're calling for billing text back 2. No Lex needed (:

------------------------------
Paul Dittrich
Aria Solutions

Thank you Val for your response,

I tried reading customer input for language selection using Message.Message.Body but it is not collecting data and flow results in default case

 kind inputs will help alot  Thanks



------------------------------
MM
------------------------------

Original Message:
Sent: 08-31-2020 14:34
From: Val Appleyard
Subject: Read Message / Simple Self-Service Message for Whatsapp

Hi!

FFor read message... We use Data -> Get participant data.... for Send we use "Send Response"...

------------------------------
Val Appleyard
Know How SA
------------------------------


Original Message:
Sent: 08-28-2020 20:19
From: Mirza Mahboob Baig
Subject: Read Message / Simple Self-Service Message for Whatsapp

Hi Val,

Can you clarify on Read Message which toolbox you used to read customer input ?

As for sending response we are using "Send Response"


------------------------------
MM


Original Message:
Sent: 12-03-2019 10:45
From: Val Appleyard
Subject: Read Message / Simple Self-Service Message for Whatsapp

Thank you Paul,
Finally I use "Message.Message.body" variable to read message from customer and "Send Response" to send a text to customer.


Best Reagards!

------------------------------
Val Appleyard
Know How SA


Original Message:
Sent: 11-25-2019 10:43
From: Paul Dittrich
Subject: Read Message / Simple Self-Service Message for Whatsapp

Should definitely be possible. Whatsapp uses Message Flows the same as SMS.  So you could build out a SMS flow and the final result should be very similar to when you get access to Whatsapp.

You could have an auto response that says if you are calling looking for tech support please text back 1 if you're calling for billing text back 2. No Lex needed (:

------------------------------
Paul Dittrich
Aria Solutions

Hello Mirza, we are having the same issue (not collecting data using message.message.body) and ending up in default case. Were you able to find a solution? Thanks!!!

------------------------------
Diana Boraschi
Datanet Internacional (Costa Rica) S.A.
------------------------------

Original Message:
Sent: 09-05-2020 15:47
From: Mirza Baig
Subject: Read Message / Simple Self-Service Message for Whatsapp

Thank you Val for your response,

I tried reading customer input for language selection using Message.Message.Body but it is not collecting data and flow results in default case

 kind inputs will help alot  Thanks

------------------------------
MM
------------------------------


Original Message:
Sent: 08-31-2020 14:34
From: Val Appleyard
Subject: Read Message / Simple Self-Service Message for Whatsapp

Hi!

FFor read message... We use Data -> Get participant data.... for Send we use "Send Response"...

------------------------------
Val Appleyard
Know How SA


Original Message:
Sent: 08-28-2020 20:19
From: Mirza Mahboob Baig
Subject: Read Message / Simple Self-Service Message for Whatsapp

Hi Val,

Can you clarify on Read Message which toolbox you used to read customer input ?

As for sending response we are using "Send Response"


------------------------------
MM


Original Message:
Sent: 12-03-2019 10:45
From: Val Appleyard
Subject: Read Message / Simple Self-Service Message for Whatsapp

Thank you Paul,
Finally I use "Message.Message.body" variable to read message from customer and "Send Response" to send a text to customer.


Best Reagards!

------------------------------
Val Appleyard
Know How SA


Original Message:
Sent: 11-25-2019 10:43
From: Paul Dittrich
Subject: Read Message / Simple Self-Service Message for Whatsapp

Should definitely be possible. Whatsapp uses Message Flows the same as SMS.  So you could build out a SMS flow and the final result should be very similar to when you get access to Whatsapp.

You could have an auto response that says if you are calling looking for tech support please text back 1 if you're calling for billing text back 2. No Lex needed (:

------------------------------
Paul Dittrich
Aria Solutions

Hi,
In my case... Finally, I was use a BOT to read the options, since in some cases it read the messages, in others it only read the penultimate message and other times it did not read.
I ask to Genesys Support and they told me to use BOTs.

Best Regards!

------------------------------
Val Appleyard
Know How SA
------------------------------

Original Message:
Sent: 02-05-2021 10:54
From: Diana Boraschi
Subject: Read Message / Simple Self-Service Message for Whatsapp

Hello Mirza, we are having the same issue (not collecting data using message.message.body) and ending up in default case. Were you able to find a solution? Thanks!!!

------------------------------
Diana Boraschi
Datanet Internacional (Costa Rica) S.A.
------------------------------


Original Message:
Sent: 09-05-2020 15:47
From: Mirza Baig
Subject: Read Message / Simple Self-Service Message for Whatsapp

Thank you Val for your response,

I tried reading customer input for language selection using Message.Message.Body but it is not collecting data and flow results in default case

 kind inputs will help alot  Thanks

------------------------------
MM


Original Message:
Sent: 08-31-2020 14:34
From: Val Appleyard
Subject: Read Message / Simple Self-Service Message for Whatsapp

Hi!

FFor read message... We use Data -> Get participant data.... for Send we use "Send Response"...

------------------------------
Val Appleyard
Know How SA


Original Message:
Sent: 08-28-2020 20:19
From: Mirza Mahboob Baig
Subject: Read Message / Simple Self-Service Message for Whatsapp

Hi Val,

Can you clarify on Read Message which toolbox you used to read customer input ?

As for sending response we are using "Send Response"


------------------------------
MM


Original Message:
Sent: 12-03-2019 10:45
From: Val Appleyard
Subject: Read Message / Simple Self-Service Message for Whatsapp

Thank you Paul,
Finally I use "Message.Message.body" variable to read message from customer and "Send Response" to send a text to customer.


Best Reagards!

------------------------------
Val Appleyard
Know How SA


Original Message:
Sent: 11-25-2019 10:43
From: Paul Dittrich
Subject: Read Message / Simple Self-Service Message for Whatsapp

Should definitely be possible. Whatsapp uses Message Flows the same as SMS.  So you could build out a SMS flow and the final result should be very similar to when you get access to Whatsapp.

You could have an auto response that says if you are calling looking for tech support please text back 1 if you're calling for billing text back 2. No Lex needed (:

------------------------------
Paul Dittrich
Aria Solutions

Hi Diana,

 Good Day 
Actually, it is bound to accept single input only 

The best option is to use BOT.
However, for the workaround, you  can be use switch with timeout & as currently only one input is read you can manage simple flow with some limitations

Regards
Mirza

------------------------------
MM
------------------------------

Original Message:
Sent: 02-05-2021 10:54
From: Diana Boraschi
Subject: Read Message / Simple Self-Service Message for Whatsapp

Hello Mirza, we are having the same issue (not collecting data using message.message.body) and ending up in default case. Were you able to find a solution? Thanks!!!

------------------------------
Diana Boraschi
Datanet Internacional (Costa Rica) S.A.
------------------------------


Original Message:
Sent: 09-05-2020 15:47
From: Mirza Baig
Subject: Read Message / Simple Self-Service Message for Whatsapp

Thank you Val for your response,

I tried reading customer input for language selection using Message.Message.Body but it is not collecting data and flow results in default case

 kind inputs will help alot  Thanks

------------------------------
MM


Original Message:
Sent: 08-31-2020 14:34
From: Val Appleyard
Subject: Read Message / Simple Self-Service Message for Whatsapp

Hi!

FFor read message... We use Data -> Get participant data.... for Send we use "Send Response"...

------------------------------
Val Appleyard
Know How SA


Original Message:
Sent: 08-28-2020 20:19
From: Mirza Mahboob Baig
Subject: Read Message / Simple Self-Service Message for Whatsapp

Hi Val,

Can you clarify on Read Message which toolbox you used to read customer input ?

As for sending response we are using "Send Response"


------------------------------
MM


Original Message:
Sent: 12-03-2019 10:45
From: Val Appleyard
Subject: Read Message / Simple Self-Service Message for Whatsapp

Thank you Paul,
Finally I use "Message.Message.body" variable to read message from customer and "Send Response" to send a text to customer.


Best Reagards!

------------------------------
Val Appleyard
Know How SA


Original Message:
Sent: 11-25-2019 10:43
From: Paul Dittrich
Subject: Read Message / Simple Self-Service Message for Whatsapp

Should definitely be possible. Whatsapp uses Message Flows the same as SMS.  So you could build out a SMS flow and the final result should be very similar to when you get access to Whatsapp.

You could have an auto response that says if you are calling looking for tech support please text back 1 if you're calling for billing text back 2. No Lex needed (:

------------------------------
Paul Dittrich
Aria Solutions