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  • 1.  SMS - Quick reply - Multiple alternative Labels

    Posted 12 days ago

    Hi All, 

    I would like to know if we can add more acceptable quick replies or alternative labels? I see that I can only put 1 alternative label. is there any way?

    Scenario:
    if the Digital Menu question/instruction is "please press 1 for Accounting".. but the customer replied with "Account", or 1 "Accounting" or "Check my account".
    We want to accept:
    1
    Account
    1Account
    1 Account
    Check my Account.. 

    Thank you in advance. 



    #ConversationalAI(Bots,VirtualAgent,etc.)

    ------------------------------
    Rechelle McConnell
    CHRISTIAN BROADCASTING NETWORK
    Outbound Dialer Systems Administrator
    ------------------------------


  • 2.  RE: SMS - Quick reply - Multiple alternative Labels
    Best Answer

    Posted 11 days ago

    Good Day Rechelle

    I had a look on the Resource Center and it seems that this might be the current limitation for SMS messaging.  https://help.genesys.cloud/articles/channel-bot-and-touchpoint-capabilities-feature-comparison/.

    Also found this on the Ideas portal, its current in Future Consideration status - https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-60

    I know this is currently available for Bots.  I currently dont have SMS setup in my environment to test, not sure if someone else in the community is perhaps aware of a workaround.

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------

    Original Message


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