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  • 1.  Using RCS in an inbound open messaging integration , without involving digital bot flow

    Posted 4 hours ago

    Hi All ,

    Is it possible to use Rich Communication Services (Cards and Carousels , quick replies , date picker etc) within Genesys Cloud for an incoming open message (integration done via open messaging apis ) without using digital bot flow ? 

    Usually digital bot flow allows to use RCS but i do not want to introduce an additional layer for RCS alone . 
    I am exploring complex canned responses (that would use a json) , but no luck so far . I am unsure if this is the right approach , or it is simply not possible .

    Regards,

    Garima .


    #Integrations
    #PlatformAPI
    #WebMessaging

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    Regards
    Garima.
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  • 2.  RE: Using RCS in an inbound open messaging integration , without involving digital bot flow

    Posted 4 hours ago

    Hi Garima,

    I found a previous Community discussion covering a very similar requirement.

    Jerome from Genesys confirmed that while Cards, Carousels and Quick Replies are supported with Open Messaging, they cannot be sent directly through the API endpoints and can only be sent from a Bot flow such as Digital Bot Flow, Digital Bot Connector or Google Dialogflow.

    So based on that, I don't think using a complex canned response with JSON would allow you to bypass the bot layer for these rich message types.

    Previous Community discussion:

    https://community.genesys.com/discussion/sending-card-carousel-type-messages-via-open-messaging-api

    Genesys documentation:

    https://help.genesys.cloud/articles/work-with-quick-replies-in-bot-conversations/

    https://help.genesys.cloud/articles/work-with-cards-in-bot-conversations/

    https://help.genesys.cloud/articles/work-with-carousels-in-bot-conversations/

    https://help.genesys.cloud/articles/work-with-quick-replies-and-carousels-in-digital-bot-flows/

    Hope this helps!

    Regards,

    Phaneendra



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    Phaneendra
    Technical Solutions Consultant
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  • 3.  RE: Using RCS in an inbound open messaging integration , without involving digital bot flow

    Posted 24 minutes ago

    Hi Garima,

    Based on the current Genesys Cloud capabilities, RCS-rich content (cards, carousels, quick replies, etc.) for Open Messaging is only supported when generated by a bot experience, such as a Digital Bot Flow, Digital Bot Connector, or supported bot integrations. The Open Messaging APIs themselves do not provide a mechanism to send or render these rich message types directly.

    For Open Messaging:

    • Inbound messages can be routed through Architect, bots, and queues.
    • Agentless outbound Open Messaging API supports text-only messages.
    • Rich message elements such as Cards, Carousels, and Quick Replies are currently tied to bot capabilities rather than being available as arbitrary JSON payloads through Open Messaging APIs or canned responses.

    Therefore, if your requirement is to present RCS cards/carousels within the Genesys messaging experience, you would need to introduce a Digital Bot Flow (or another supported bot layer). Using complex canned responses with custom JSON is unlikely to work because there is no supported schema for injecting RCS-rich content directly through Open Messaging conversations.

    In short: No, this is not currently supported through Open Messaging alone; a bot layer is required for RCS-rich messaging.

    Thanks,



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    Francis
    NA
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