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  • 1.  Bot Flow add video

    Posted 12 hours ago
    Edited by Thomas Kerr 12 hours ago

    Hi,

    I have been trying to add a video into a Digital bot flow using the communicate action and Rich Text Builder, below is what I input but it doesn't seem to pull through the video. I have tried to use a really short video as a test but can't get it to pull through. I was wondering if anyone has done this before and can see if I am missing something obvious. Thanks!


    #Architect

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    Thomas Kerr
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  • 2.  RE: Bot Flow add video

    Posted 8 hours ago

    Hello Thomas, 

    Currently Digital Bot Flows do not support media video. To know more please check this article: https://help.mypurecloud.com/articles/channel-bot-and-touchpoint-capabilities-feature-comparison/



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    Rodrigo Soares
    NALA Team Lead
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    Original Message


  • 3.  RE: Bot Flow add video

    Posted 6 hours ago
    Edited by Luiz Rosa 6 hours ago

    Hi Thomas Kerr,

    Just to confirm, you are using Web Messaging, correct?
    If so, I haven't had much need to use video in Digital Bot Flows with Web Messaging before, but I ran a few tests and reviewed the available documentation. Please note that Rich Text and video rendering are supported only in the Web Messaging channel; other digital channels do not support this behavior.

    1) Please verify that the required file extensions are enabled under Supported Content Profiles.
    For Web Messaging, this configuration is typically found under Supported Content Profiles → Outbound.
    Any file type you intend to display (video or image) must be explicitly allowed.
    Reference: https://help.mypurecloud.com/articles/supported-content-profiles/

    2) Based on the examples provided in the Genesys helper/documentation, video playback seems to work only when the URL points to a direct media file, with a supported file extension at the end of the URL, such as .mp4 or .mov.

    Working video example:

    

    Video: {{MakeVideoFromUrl("https://www.w3schools.com/html/mov_bbb.mp4")}}

    Image example:

    

    Image: {{MakeImageFromUrl("https://www.genesys.com/media/genesys-logo.png")}}

    Another example that appears to be valid:

    

    {{MakeVideoFromUrl("https://www.genesys.com/media/genesys-digital-bot-flows.mov")}}

    3) YouTube links do not appear to work in this scenario, as they point to HTML pages with embedded players and adaptive streaming rather than direct video files.
    In cases where the content is hosted on YouTube, the recommended approach may be to send it as a clickable link, for example:

    

    {{"[Open Video](https://www.youtube.com/watch?v=fcsj2CJK3QA)"}}

    Based on testing and the information currently available, it appears that MakeVideoFromUrl, when used in Digital Bot Flows for Web Messaging, is intended to work only with publicly accessible, direct video URLs that use supported file extensions (such as .mp4 or .mov) and does not embed external video players. For this reason, links from platforms like YouTube may not be supported in the Web Messaging context.

    Below is how my tests turned out:

    I hope this helps.



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    Luiz Rosa
    Full stack developer
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    Original Message


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