Introducing List Picker in Web Messenger: Drive Faster, Guided Self-Service Choices
We're excited to introduce the List Picker-a new interaction capability in Genesys Web Messenger that brings dynamic list-based choices into your automated bot flows.
Whether you're guiding customers through service options, selecting account types, or helping them navigate booking categories, the List Picker enables quick, structured responses with a single tap-enhancing your self-service experience with simplicity and speed.
A Smarter, More Guided Self-Service Experience
Today's customers want to get things done quickly-and they expect your bots to keep up. List Picker empowers your bots to do just that, by enabling:
- Efficient choice selection: Reduce friction by letting customers select from pre-defined options instead of typing responses.
- Conversational structure: Guide users step-by-step through journeys like purchases, account inquiries, or service setups.
- Tap-to-confirm UX: Enable one-click decision-making that feels natural on both desktop and mobile.
And because it adapts to a wide range of use cases, List Picker delivers impact across industries:
- Financial Services: Help users select loan types, verification methods, or contact preferences.
- Retail: Guide customers to product categories, delivery methods, or return reasons.
- Travel & Hospitality: Let guests choose booking categories, service tiers, or destinations.
- Education: Help students pick enrollment options, support topics, or campus services.
- Public Sector: Present a list of services like ID renewals, tax consultations, or document requests.
With List Picker, your bots do more than respond-they actively lead the conversation.
How It Works: Step-by-Step Experience
Prerequisite steps
It is required to set up the List picker as a new "Ask for Slot" type in Architect.
You can find the details and the step-by-step guides here:
List picker as a new "Ask for Slot" type in Architect
Step 1: Bot Presents the List Picker
The bot prompts the customer with a question and displays the List Picker as a card-with a title, optional description, and optional image.
Step 2: Customer Selects an Option
The list is presented with the selectable items-each with a title, optional description, and optional image.
The customer taps the list items to make their choices.
- Lists can include single- or multi-select options.
- At least 1 item must be selected from the list.
- Lists can include sections to group list items.
Step 3: Customer Confirms the Selection
Once submitted, the response is instantly returned to the bot along with a customizable confirmation message.
- The selection can drive backend actions like routing, CRM tagging, or service lookup.
- Supports downstream workflows via Genesys Cloud Data Actions, allowing full integration with external systems.
Step 4: View the selection
After submitting the list selections, the customer can easily check which items were previously selected by clicking on the View Selection button of the List Picker card.
The original list with selections is displayed in read-only mode in this case.
Key Benefits
For Customers:
- Quick, guided selections: No more typing or guessing.
- Better navigation: Clarifies options and shortens decision time.
- Mobile-first experience: Designed for optimal usability on any device.
For Businesses:
- Higher containment: Fewer drop-offs due to confusing bot flows.
- Faster triage: Route interactions based on customer intent from the start.
- Flexible integration: Extend with APIs via Data Actions to power any backend logic.
Launch Details
- General Availability: Week commencing Nov 10, 2025
- Idea portal reference: CEWMM-I-465
- Admin Configuration: Available as a new "Ask for Slot" element in Genesys Architect
Ready to Guide Your Customers with Confidence?
List Picker makes your bots smarter, faster, and more user-friendly. If you're already using Genesys Architect with Web Messenger, enabling List Picker is a quick, high-impact upgrade.
Join the conversation in the Genesys Community to share how you plan to use List Picker, ask questions, or explore ideas with other customers.
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Adam Gyebnar
Product Manager
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