Contents
Structured Messages
- This page applies only to releases starting from 8.5.301.09.
- As of the 8.5.304.10 release, interactive standard responses are known as structured messages.
- Facebook Messenger functionality is not supported in releases prior to 8.5.304.10.
- If you are using the 8.5.304.10 release, you must refer to Configuring structured messages for information on how to configure your environment to support structured messages.
- Refer to the Apple Business Chat documentation for more information on how agents can use these structured messages in customer interactions.
Structured messages provide enhanced functionality for Apple Business Chat and Facebook Messenger interactions. Structured templates contain metadata in the form of JSON strings that specify how to present certain widgets in chat conversations with customers.
Agents can select structured messages from their Standard Response Library and insert them into chat conversations with customers.
In eServices Manager, you can quickly identify structured messages by referring to the Structured column, as shown below:
Creating a structured message
- You can use more than one Media Origin in a single structured message. For example, your structured message can use one Apple Business Chat element (such as List Picker) and one Facebook Messenger element (such as List).
- If you select None in the Structured Body tab, the standard response is saved as plain text.
Follow one of the procedures below to create a structured message:
- Creating a structured message for Apple Business Chat
- Creating a structured message for Facebook Messenger
Creating a structured message for Apple Business Chat
- Create a standard response.
- Go to the Structured Body tab (formerly the HTML tab).
- Select Structured.
- In the Media Origin menu, select Apple Business Chat.
- In the Type menu, select one of the following types:
- Apple Pay—Allow the customer to provide payment information.
- Custom Extension—Use a Custom Interactive Message that provides functionality from a standalone iMessage app or an iOS app. Click here to view the Apple documentation.
- List Picker—Allow the customer to select an option in a list.
- Date Picker—Allow the customer to select a date or time.
- Optionally, you can directly edit the JSON associated with the media type. Click Edit JSON to edit the JSON in the provided field, or click Open File to load a JSON file from your local machine.
- Optionally, add field codes.
- Click Create.
Creating a structured message for Facebook Messenger
- Create a standard response.
- Go to the Structured Body tab (formerly the HTML tab).
- Select Structured.
- In the Media Origin menu, select Facebook.
- In the Type menu, select one of the following types:
- Button—Send a text message with up to three attached buttons.
- Generic—Send a simple structured message that includes a title, subtitle, image, and up to three buttons.
- List—Send a list of two to four structured items with an optional global button rendered at the bottom.
- Media—Send images, GIFs, and video as a structured message with an optional button.
- Open Graph—Send a structured message with an Open Graph URL, plus an optional button.
- Click Edit JSON to configure the media type. Depending on which type you selected, eServices Manager might prompt you to save the standard response before you can edit it.
- Optionally, you can directly edit the JSON associated with the media type in the provided field, or click Open File to load a JSON file from your local machine. See Adding attachments after uploading JSON for additional information.
- Optionally, add field codes.
- Click Create.
Media types for Apple Business Chat
Apple Pay
This option allows the customer to provide payment information using Apple Pay.
You can configure the following options:
Apple Pay tab
- Merchant ID—Enter your Merchant ID (provided by Genesys Hub).
- Merchant Name—Enter your Merchant Name (provided by Genesys Hub).
- Supported Countries—The list of countries to support, specified by ISO country code.
- Country Code—Your company's two-letter ISO 3166 country code.
- Currency Code—Your company's three-letter ISO 4217 currency code for the payment.
Line Items tab
Click + to add a line item for which the customer can pay. You can configure the following options:
- Label—Enter a description of the line item.
- Amount—Enter the amount of money required to purchase the line item.
- Type
- final—Select this option if the cost has been finalized and all required information has been gathered from the customer.
- pending—Select this option if the cost has not been finalized and the customer must provide more information (for example, an address to calculate shipping costs).
- Total Label—The name of the field that shows the total price (for example, Total Price).
- Total Amount—Enter the total amount of money for the line items.
- Total Type
- final—Select this option if the cost has been finalized and all required information has been gathered from the customer. This option is only available if all line item Type values are set to final.
- pending—Select this option if the cost has not been finalized and the customer must provide more information.
You can click + to add more top-level items to the list. Or, you can select a line item and click the trashcan icon to remove it from the list.
Shipping Methods tab
Click + to add a shipping method. You can configure the following options for each item:
- Label—Enter text to describe the shipping method (for example, Standard Shipping).
- Identifier—Enter a unique identifier for the shipping method (for example, standard).
- Shipping Detail—Enter additional text about the shipping method (for example, Ships in 24 hours).
- Amount—Enter the shipping cost.
- Type
- final—Select this option if the cost has been finalized and all required information has been gathered from the customer.
- pending—Select this option if the cost has not been finalized and the customer must provide more information (for example, an address to calculate shipping costs).
- not applicable—Select this option if the cost and type are not applicable and must be excluded from the payment.
You can click + to add more shipping methods to the list. Or, you can select a shipping method and click the trashcan icon to remove it from the list.
Other Fields tab
Requested Billing Fields
Select the billing fields that the customer must provide to use Apple Pay. Refer to the Apple Business Chat documentation for more information.
Requested Shipping Fields
Select the shipping fields that the customer must provide to use Apple Pay. Refer to the Apple Business Chat documentation for more information.
Merchant Capabilities
Select the payment capabilities that you support for Apple Pay. Refer to the Apple Business Chat documentation for more information.
Supported Networks
Select the payment networks that you support for Apple Pay. Refer to the Apple Business Chat documentation for more information.
Received Message tab
These options specify how the message appears to the receiving customer.
- Title—Provide a title for the received message.
- Subtitle—(Optional) Provide a subtitle for the received message.
- Style—Select Icon, Small, or Large to specify the size of the image in the received message.
- Image—Click Open to select an image to attach to the received message. Or, if you have previously attached an image, click Remove to remove the attached image.
JSON tab
View the JSON associated with this Apple Pay message.
Custom Extension
This option uses a Custom Interactive Message that provides functionality from a standalone iMessage app or an iOS app.
You can configure the following options:
Custom Extension tab
These options refer to values specific to your application. For more information, refer to the Apple Business Chat documentation on the Apple website.
- Application Name—The name of the custom extension.
- Application ID—The App Store identifier of the custom extension.
- Team ID—Provide your Team ID.
- Extension ID—Provide your Extension ID.
Parameters tab
Click + to create a parameter (key-value pair) to be passed to your custom extension.
The number and types of parameters you must create are specific to the design and functionality of your custom extension. Therefore, you must consult with the developer of the custom extension to determine which parameters are needed to support the custom extension.
Refer to the Apple Business Chat documentation for more information.
Received Message tab
These options specify how the message appears to the receiving customer.
- Title—Provide a title for the received message.
- Subtitle—(Optional) Provide a subtitle for the received message.
- Secondary Subtitle—(Optional) Provide a secondary subtitle that is right aligned.
- Tertiary Subtitle—(Optional) Provide a tertiary subtitle that is right aligned.
JSON tab
View the JSON associated with this custom extension.
Date Picker
This option allows the customer to select a date or time.
You can configure the following options:
Date Picker tab
- Title—Provide a title for the Date Picker.
- Location—(Optional) Describe a location for the Date Picker event.
- Latitude—(Optional) Provide a latitude for the location.
- Longitude—(Optional) Provide a longitude for the location.
- Radius—(Optional) The location radius, in meters. If the latitude and longitude fields are missing or empty, this field is ignored.
Timeslots tab
Click + to add a timeslot for the customer to select.
On the right, specify a Start Date for when you want the timeslot to begin. You can click the Start Date to specify a date and time.
In the Duration section, drag the sliders to specify the duration of the timeslot in hours and/or minutes.
Optionally, you can create additional timeslots by clicking +. Or, you can select a timeslot in the list and click the trash icon to delete it.
Received Message tab
These options specify how the message appears to the receiving customer.
- Title—Provide a title for the received message.
- Subtitle—(Optional) Provide a subtitle for the received message.
- Style—Select Icon, Small, or Large to specify the size of the image in the received message.
- Image—Click Open to select an image to attach to the received message. Or, if you have previously attached an image, click Remove to remove the attached image.
Reply Message tab
These options specify the appearance of the customer's response after he or she has made a selection.
- Title—Provide a title for the reply message.
- Subtitle—(Optional) Provide a subtitle for the reply message.
- Style—Select Icon, Small, or Large to specify the size of the image in the reply message.
- Image—Click Open to select an image to attach to the reply message. Or, if you have previously attached an image, click Remove to remove the attached image.
JSON tab
View the JSON associated with this Date Picker.
Preview tab
View a preview of this Date Picker.
List Picker
This option allows the customer to select one or more items from a list.
You can configure the following options:
List Picker tab
A List Picker consists of sections and items. Sections can have one or more items for the customer to select.
For example, a pizzeria might use a List Picker to offer various pizzas for the customer to select. This list might consist of the following:
- Meat Pizzas
- Pepperoni
- 3 Meat
- Cheese Pizzas
- Mozzarella
- 3 Cheese
- Vegetarian Pizzas
- Veggie
In eServices Manager, this list is represented as the following:
Your first step is to create a section. Click + to add a section. On the right, specify a Title for the section.
You can click + to add more sections to the list.
Next, you can create items within a section. First, ensure you have selected the section in which you want to create an item. Next, click 
to create the item.
On the right, specify a Title for the list item. Optionally, add a Subtitle that further describes the list item.
In the Image section, click Open to upload an image to display with this list item. If you have already uploaded an image, you can click Remove to remove the image from this list item.
Once you have multiple sections or items in the list, you can select a section or item and click the arrows to rearrange their order.
To remove a section or item, select it and click the trashcan icon.
Received Message tab
These options specify how the message appears to the receiving customer.
- Title—Provide a title for the received message.
- Subtitle—(Optional) Provide a subtitle for the received message.
- Style—Select Icon, Small, or Large to specify the size of the image in the received message.
- Image—Click Open to select an image to attach to the received message. Or, if you have previously attached an image, click Remove to remove the attached image.
Reply Message tab
These options specify the appearance of the customer's response after he or she has made a selection.
- Title—Provide a title for the reply message.
- Subtitle—(Optional) Provide a subtitle for the reply message.
- Style—Select Icon, Small, or Large to specify the size of the image in the reply message.
- Image—Click Open to select an image to attach to the reply message. Or, if you have previously attached an image, click Remove to remove the attached image.
JSON tab
View the JSON associated with this List Picker.
Preview tab
View a preview of this List Picker.
Media types for Facebook Messenger
Button
This option allows the customer to select from up to three buttons. For example, the buttons could be options in response to a question. See the Facebook developer documentation for more information.
You can configure the following options:
Button tab
- Title—In the text box, enter a title that will appear above the button.
- Sharable—If checked, the customer can share this structured message with other users.
- Add Button—Click to add the button. You can select the following options:
- Call—Provide a name and phone number that the customer can call.
- Postback—Send an event that can trigger an action on an external website.
- URL—Provide a link that the customer can click.
Preview tab
View a preview of how the media type you created will appear to the customer.
JSON tab
View the JSON associated with your media type.
Generic
This option provides a simple structured message that includes a title, subtitle, image, and up to three buttons. You can also specify a default_action object that sets a URL to open when the message is selected. See the Facebook developer documentation for more information.
You can configure the following options:
Generic tab
- Sharable—If checked, the customer can share this structured message with other users.
- Elements—Click + to add a new element. You must have a minimum of one element in the message, up to a maximum of 10 elements. You can configure the following options of an element:
- Title—Enter a title for the element.
- Subtitle—Enter a subtitle for the element.
- Image URL—Displays the URL to the image associated with this element. This field is generated automatically after you upload the image. If you manually uploaded the JSON for this element, see Adding attachments after uploading JSON for additional information.
- Add Image button—Click to open the Edit Attachments window and upload an image for this element. See Supported file types.
- Add Button—Click to add a button. You can select the following options:
- Call—Provide a name and phone number that the customer can call.
- Postback—Send an event that can trigger action on an external website.
- URL—Provide a link that the customer can click.
- Default Action—Opens a URL inside Facebook Messenger (webview) when the message is selected. If checked, you can configure the following options:
- URL—Enter the URL to open when the message is selected.
- Webview Height Ratio—Set the height of the website window when it is opened in Facebook Messenger.
- Messenger extensions—If checked, provide aFallback URLfor Messenger to open after the webview is complete.
- Share Button—Select whether toshoworhidethe share button in Facebook.
- Image Aspect Ratio—Select either horizontal (1.91:1) or square (1:1). This setting determine how the picture appears in the element. Pictures that do not use the correct aspect ratio will be scaled or cropped.
You can add additional elements by clicking + and configuring the options described above for the new element. To rearrange the order of elements, click the arrow buttons.
Preview tab
View a preview of how the media type you created will appear to the customer.
JSON tab
View the JSON associated with your media type.
List
This option provides a list of two to four structured items with an optional global button rendered at the bottom. Each item may contain a thumbnail image, title, and subtitle. You can also specify a default_action object that sets a URL to open when the message is selected. See the Facebook developer documentation for more information.
You can configure the following options:
List tab
- List Common Button—Click Add Button to add a common button that appears below the list items. You can select the following options:
- Call—Provide a name and phone number that the customer can call.
- Postback—Send an event that can trigger action on an external website.
- URL—Provide a link that the customer can click.
- Sharable—If checked, the customer can share this structured message with other users.
- Elements—Click + to add a new element. You can configure the following options of the element:
- Title—Enter a title for the element.
- Subtitle—Enter a subtitle for the element.
- Image URL—Displays the URL to the image associated with this element. This field is generated automatically after you upload the image. If you manually uploaded the JSON for this element, see Adding attachments after uploading JSON for additional information.
- Add Image button—Click to open the Edit Attachments window and upload an image for this element. See Supported file types.
- Add Button—Click to add a button. You can select the following options:
- Call—Provide a name and phone number that the customer can call.
- Postback—Send an event that can trigger action on an external website.
- URL—Provide a link that the customer can click.
- Default Action—Opens a URL inside Facebook Messenger (webview) when the message is selected. If checked, you can configure the following options:
- URL—Enter the URL to open when the message is selected.
- Webview Height Ratio—Set the height of the website window when it is opened in Facebook Messenger.
- Messenger extensions—If checked, provide aFallback URLfor Messenger to open after the webview is complete.
- Share Button—Select whether toshoworhidethe share button in Facebook.
- Image Aspect Ratio—Select either large (cover style) or compact (list style). This setting determine how the picture appears in the element.
Preview tab
View a preview of how the media type you created will appear to the customer.
JSON tab
View the JSON associated with your media type.
Media
This option allows you to send images, GIFs, and video as a structured message with an optional button. Videos and animated GIFs sent with the media template are playable in the conversation. See the Facebook developer documentation for more information.
You can configure the following options:
Media tab
- Sharable—If checked, the customer can share this structured message with other users.
- Media Type—Select whether to attach an image or video above the button.
- Attachment URL—Displays the URL to the media associated with this button. This field is generated automatically after you upload the media. If you manually uploaded the JSON for this element, see Adding attachments after uploading JSON for additional information.
- Add Media button—Click to open the Edit Attachments window and upload media for this button. See Supported file types.
- Add Button—Click to add a button. You can select the following options:
- Call—Provide a name and phone number that the customer can call.
- Postback—Send an event that can trigger action on an external website.
- URL—Provide a link that the customer can click.
Preview tab
View a preview of how the media type you created will appear to the customer.
JSON tab
View the JSON associated with your media type.
Open Graph
This option allows you to send a structured message with an Open Graph URL, plus an optional button. Currently, only sharing songs is supported. The song will appear in a bubble that allows the message recipient to see album art and preview the song. See the Facebook developer documentation for more information.
You can configure the following options:
Open Graph tab
- Attachment URL—Enter the Open Graph URL. The URL must provide Open Graph-formatted song details.
- Add Button—Click to add a button. You can select the following options:
- Call—Provide a name and phone number that the customer can call.
- Postback—Send an event that can trigger action on an external website.
- URL—Provide a link that the customer can click.
Preview tab
View a preview of how the media type you created will appear to the customer.
JSON tab
View the JSON associated with your media type.
Additional notes for attachments
Adding attachments after uploading JSON
To create a structured message, you might choose to click Open File and manually upload a JSON file that contains a reference to a media file. However, uploading the JSON file does not also automatically upload the referenced media file. To manually attach the referenced media file, you must:
- Click Add Attachment to open the Edit Attachments window.
- Select and upload the media file.
- Click Edit JSON to edit the structured message and add the attachment. Depending on the structured message type, you can click Add Image or Add Media to select the file you uploaded in the previous step.
Supported file types
The following formats are supported (file size must be less than 25 MB):
- Images:
- PNG
- JPG
- GIF
- TIFF
- Videos
- MKV
- MOV
- MP4
- OGG