Rich Media

Quick Replies

Quick Replies offer the customer a choice of responses to the last agent or chat bot message in the transcript. Touching or clicking one of these Quick Replies posts that reply back to the agent as a text message. This saves the customer from having to type a response manually.

Quick Replies are very flexible. A chat bot or agent can provide context-sensitive quick replies that aid in making a selection, polite responses such as "OK", "Thank you", "Yes, please" in the customer's native language, numeric responses, or choose from a set of preset time slots.

Screenshot

JSON Examples

Quick Replies are attached to standard chat message objects by adding a few additional properties:

• type - The type of message object received. For quick replies, the value will be "Message"
• contentType - The type of rich media content attached to the message. For quick replies, the value will be "quick-replies"
• content - An array of rich media content and other attachments. For quick replies, this will contain quick reply objects

Quick Replies can be attached to message objects in one of two ways:

Top level of message object

Note, this example is only showing properties related to quick replies. All other properties normally included inside a message object have been omitted.

{
    "type": "Message",
    "contentType": "quick-replies",
    
    "messageType": "text",
    "text": "Will 3:00PM tomorrow work for you?",
 
    "content": [

        {"id": 1, "type": "quick-reply", "action": "message","text": "Sounds Good."},
        {"id": 2, "type": "quick-reply", "action": "message","text": "No, sorry."},
        {"id": 3, "type": "quick-reply", "action": "message","text": "What else?"}
    ]
}

Inside the eventAttributes property

Note, this example is only showing properties related to quick replies. All other properties normally included inside a message object have been omitted.

{
    "messageType": "text",
    "text": "Will 3:00PM tomorrow work for you?",
 
    "eventAttributes": {

        "structured-content": {

            "genesys-chat": {

                "content": {

                    "type": "Message",
                    "contentType": "quick-replies",
                    
                    "content": [

                        {"id": 1, "type": "quick-reply", "action": "message","text": "Sounds Good."},
                        {"id": 2, "type": "quick-reply", "action": "message","text": "No, sorry."},
                        {"id": 3, "type": "quick-reply", "action": "message","text": "What else?"}
                    ]
                }
            }
        }
    }
}

The path, starting from the inside the method object, is eventAttributes.structured-content.genesys-chat.content. The rich media JSON can be sent as a JSON string or as normal JSON when using this method.