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Digital Bot Flow Richcontent in Open Messaging API

  • 1.  Digital Bot Flow Richcontent in Open Messaging API

    Posted 06-05-2025 19:23

    SzabolcsGergye | 2023-02-15 14:14:18 UTC | #1

    Hi,

    I have a (dummy) Digital Bot Flow with some rich content (Image and buttons)

    I use Open messaging to communicate with the bot. On my webhook I get only the type: "Text" messages from the bot, but no rich content:

    {

    ... "type": "Text", "text": "Please choose a menuitem here", "originatingEntity": "Bot", "direction": "Outbound", "messageMetadata": { "type": "Text" } ... }

    Could you please help me. Maybe some configuration is missing to have rich content messaging.

    Thanks in advance!

    Greg_Boston | 2023-03-10 07:13:46 UTC | #2

    @SzabolcsGergye rich content is not supported in open messaging today. It could be added in a future release, but i don't have a clear timeline on when that work would occur. Attachments (images) are supported inbound, and from Agent's sending reply messages today

    SzabolcsGergye | 2023-02-16 07:53:09 UTC | #3

    Thank you for you quick answer.

    Could you please suggest me which API should I use?

    We developing our own platform to communicate with the bot. We need:

    1. Text and Rich content messaging
    2. NLP data:
                • Intent data: Confidence score (intent probability), alternate intents, etc,
                • Entity data (slot data)

    Many Thanks

    Jerome.Saint-Marc | 2023-03-07 18:55:17 UTC | #4

    Hello,

    At this time, I think that the API endpoints which are related to Digital bot flows and intents are these two:

    Analytics Query for bot Aggregates using POST /api/v2/analytics/actions/aggregates/query

    And this one which gives more info on the digital bot flow (intent, confidence, ... ) - per turn GET /api/v2/analytics/botflows/{botFlowId}/reportingturns

    Regards,

    JuanCarlosCruz | 2023-03-08 16:31:45 UTC | #5

    Hi

    There is this idea to support rich text in the open message channel.

    https://genesyscloud.ideas.aha.io/ideas/DIG-I-773

    Regards, Juan Carlos Cruz

    jarlei | 2023-03-21 22:00:46 UTC | #6

    Hi @Greg_Boston, just to understand well the reach of rich contents.

    Which ones are supported and which ones are not supported?

    For example are digital menu buttons currently not supported in Open Messaging?

    Thx advance

    Nicola_Burns | 2023-03-22 10:05:22 UTC | #7

    Hi Jarlei,

    You can find channel and bot capabilities on this document page:

    https://help.mypurecloud.com/articles/channel-and-bot-capabilities-feature-comparison/

    Hope this helps! Nicola

    system | 2023-04-22 10:05:53 UTC | #8

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 18424



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