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  • 1.  Sending Card & Carousel Type Messages via Open Messaging API

    Posted 2 days ago
    Hi everyone,
     
    We are implementing an Open Messaging integration and need to send rich media messages, specifically Card and Carousel messages, from our backend (outbound from Genesys → customer).
    I have reviewed the Genesys documentation, including the Open Messaging Normalized Message Format, but I cannot find a clear API example or a confirmed structure for sending:
    Card-style or Carousel messages.
     
    Our goal is to send these rich messages programmatically.However, the documentation only covers text messages, media attachments. I could not locate:
    A JSON schema for cards
    A working sample payload
     
    Questions for the community:
     
    1. Is Card / Carousel messaging officially supported in Open Messaging?
    2. If yes, what is the exact API request body / JSON format for sending a card or carousel?
    3. Are these rich templates only available via bot frameworks (Dialogflow, Lex, Architect Bots), or can they be sent directly through the Open Messaging API?
     
     
    If anyone has an example, confirmation, or guidance on the correct approach, it would be greatly appreciated.
     
    Thanks in advance!

    #Integrations
    #PlatformAPI

    ------------------------------
    Vishnu CP
    PS Consultant
    ------------------------------


  • 2.  RE: Sending Card & Carousel Type Messages via Open Messaging API

    Posted 2 days ago

    Hello,

    1. yes, Cards and Carousels are supported in Open Messaging. You can find the info in Channel, bot, and touchpoint capabilities feature comparison in the Resource Center.
    2. There is no support in API Endpoints (I assume you were referring to the AgentLess API endpoint). It only supports text (and attached media for an agent). Cards and Carousels can only be sent from a Bot flow (Digital Bot flow, Digital Bot Connector, Google Dialogflow).
    3. Cards, Carousels, Quick replies can only be sent from a Bot flow (Digital Bot flow, Digital Bot Connector, Google Dialogflow)
      1. Work with quick replies in bot conversations
      2. Work with cards in bot conversations
      3. Work with carousels in bot conversations
      4. Work with quick replies, cards, and carousels in digital bot flows

    Regards,



    ------------------------------
    Jerome Saint-Marc
    Senior Development Support Engineer
    ------------------------------

    Original Message


  • 3.  RE: Sending Card & Carousel Type Messages via Open Messaging API

    Posted 2 days ago

    Hi Vishnu CP

    In addition to the information provided by Jerome Saint-Marc, an important step in setting up compatibility is to create and assign a configuration profile, selecting which features are used in Open Message.

    https://help.mypurecloud.com/articles/create-and-assign-a-configuration-profile/

    Exemple: 



    ------------------------------
    Luiz Rosa
    Full stack developer
    ------------------------------

    Original Message


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