Genesys Cloud - UI New Features

 View Only

Sign Up

  • 1.  Introducing Timeslot picker in Web Messenger: Elevate Your Bot's Self-Service Experience

    Posted 06-23-2025 11:34
    Edited by Adam Gyebnar 07-10-2025 06:44

    Introducing Timeslot picker in Web Messenger: Elevate Your Bot's Self-Service Experience

    We're excited to announce the upcoming launch of the Timeslot Picker-a powerful new capability in Genesys Web Messenger designed to streamline appointment scheduling directly within automated bot flows.

    Whether your customer is booking a consultation, requesting a callback, or scheduling a support session, the Timeslot Picker enables them to select and confirm a time without leaving the conversation-transforming your self-service experience into a guided, intuitive journey.

    A Smarter, More Human Self-Service Journey

    Today's customers expect speed and simplicity. TimeSlot Picker empowers your bots to deliver just that-bridging automation with personalized service. It enables:

    ·       Efficient self-service that reduces wait times and eliminates back-and-forth coordination.

    ·       Conversational scheduling that feels natural and responsive across any device.

    ·       Instant confirmations that build trust and keep customers moving forward.

    And because it's flexible across industries, the benefits scale to your business context:

    ·       Financial Services: Let customers book private consultations with advisors or loan officers-on their time.

    ·       Retail: Allow shoppers to schedule personal styling sessions, product returns, or support follow-ups.

    ·       Travel & Hospitality: Offer concierge-style bookings for services like check-ins or experience upgrades.

    ·       Education: Enable students to schedule tutoring, office hours, or enrollment consultations.

    ·       Public Sector: Empower citizens to book appointments for licenses, permits, or document processing-without waiting in line.

    With this enhancement, your bots become more than just virtual assistants-they become capable digital representatives that manage time-sensitive tasks with ease.

    How It Works: Step-by-Step Experience

    Prerequisite steps

    It is required to set up the Timeslot picker as a new "Ask for Slot" type in Architect.

    You can find the details and the step-by-step guide here: Use Architect to create a digital bot to schedule an appointment


    Timeslot picker as a new "Ask for Slot" type in Architect

    Important note

    • authoring in Architect is always in UTC
    • display for end user is always in the user's timezone
    • it is not configurable

    STEP1: Bot initiates the scheduling offer


    The bot proactively prompts the customer with a question like:
    "Would you like to schedule a time?"
    Timeslot picker is presented as a card with clear call-to-action button that launches the picker flow.

    Please note that Timeslot picker card consists of 4 main parts:

    • Title (mandatory)
    • Subtitle (optional)
    • Image (optional)
    • Call-to-Action button (mandatory)



    Timeslot picker card with subtitle and image

    STEP2A: Present timeslot options for the upcoming days


    The bot shows a list of available timeslots for the upcoming 4 days.
    User selects their preferred time with a single tap and then sends it back - no typing required. Please note that only a single timeslot can be selected.


    List of available timeslots for the upcoming 4 days

    STEP 2B: Present timeslot options for longer period

    If there are available timeslots for longer period (more than 4 days) then the bot automatically presents a monthly calendar view.
    The user selects a month, a day, and available timeslot.

    Calendar view with Day selection showing available timeslots

    Step 3: Confirm the selection


    After selecting a time, the customer receives an immediate in-chat confirmation    .

    The confirmed selection can also trigger downstream actions-such as syncing with an external calendar, logging the appointment in a CRM, or initiating a follow-up workflow-through seamless integration with your backend systems using Genesys Cloud Data Actions.
    This ensures that time slot selections don't just stay in the conversation-they become actionable events across your enterprise systems, driving real outcomes automatically.


    Timeslot picker confirmation message

    Timeslot timezone adjustment

    Please note that the user-selected timeslot is stored in UTC by default.

    If you need to use the timeslot in a different timezone during later steps, you can apply an hour offset using the following expression:

    AddHours(Slot.timeslot.dateTime, -5)

    • timeslot is the name of your timeslot variable

    • .dateTime accesses the actual datetime value

    • -5 adjusts the time (hour) to your desired timezone (e.g., UTC-5)

    Be sure to adjust the offset as needed based on your target timezone.

    Example for usage:

    Key Benefits

    For Customers:

    • Empowered Self-Service: Customers can manage their own scheduling without waiting for an agent.
    • Faster Resolutions: Automated flows reduce time-to-action and increase satisfaction.
    • Time Zone Clarity: Appointments are shown in the user's local time to avoid confusion.

    For Businesses:

    • Increased Containment: Fewer hand-offs to agents, while still delivering value.
    • Reduced Operational Load: Less need for agent-led scheduling.
    • Conversion-Driven Conversations: Transform chat interactions into confirmed bookings.
    • Backend Flexibility: Easily integrates with third-party scheduling platforms and CRMs.

    Launch Details

    Ready to Enhance Your Bot Experience?

    Integrating Timeslot Picker takes just minutes-and elevates your digital customer journey significantly. If you're already using Genesys Messenger and Architect, this upgrade is a quick win.

    Join the conversation in the Genesys Community to share how you plan to use Timeslot Picker, ask questions, or explore ideas with other customers.

    Additional guides in Genesys Cloud Resource Center

    Use Architect to create a digital bot to schedule an appointment



    ------------------------------
    Adam Gyebnar
    Product Manager
    ------------------------------



  • 2.  RE: Introducing Timeslot picker in Web Messenger: Elevate Your Bot's Self-Service Experience

    Posted 07-01-2025 04:09
    Edited by Adam Gyebnar 07-01-2025 05:57

    Update: Timeslot Picker Confirmation Message Refined 

    We've made a small but necessary update to the TimeSlot Picker confirmation message in Genesys Web Messenger. 
    The change will be released this week.

    What has changed?

    Previously, the confirmation response included a static English phrase ("Thank you! You selected: ...") alongside the selected time. This was not localized, and therefore inconsistent for non-English speaking users. 

    What is new?

    We've removed the hardcoded phrase and now return only the selected time slot. This ensures the experience remains language-neutral, cleaner, and ready for global deployment. 

    Before: 
    "Thank you! You selected: 5/22/2025, 12:00:00 PM" 

    Picture 

    Now:
    "5/22/2025, 12:00:00" 
    Picture 

    This change improves clarity and enables full localization flexibility moving forward.
    Let us know if you have     any feedback or suggestions!     



    ------------------------------
    Adam Gyebnar
    Product Manager
    ------------------------------

    Original Message


  • 3.  RE: Introducing Timeslot picker in Web Messenger: Elevate Your Bot's Self-Service Experience

    Posted 07-07-2025 05:27

    Timeslot picker in chat displays in the user's time zone. But Confirmation Question displays in UTC. I tried AddHours and other functions to adjust data/time in Confirmation Question but those functions can't be used in Confirmation Question. Is there a way to adjust date/time in Confirmation Question?



    ------------------------------
    Hiroyuki Sato
    Senior Technical Account Manager
    ------------------------------

    Original Message


  • 4.  RE: Introducing Timeslot picker in Web Messenger: Elevate Your Bot's Self-Service Experience

    Posted 07-10-2025 06:46

    Thanks @Hiroyuki Sato for raising this! Have updated the original post with the below.

    Please note that the user-selected timeslot is stored in UTC by default.

    If you need to use the timeslot in a different timezone during later steps, you can apply an hour offset using the following expression:

    AddHours(Slot.timeslot.dateTime, -5)

    • timeslot is the name of your timeslot variable

    • .dateTime accesses the actual datetime value

    • -5 adjusts the time (hour) to your desired timezone (e.g., UTC-5)

    Be sure to adjust the offset as needed based on your target timezone.

    Example for usage:



    ------------------------------
    Adam Gyebnar
    Product Manager
    ------------------------------

    Original Message


Related Content