WhatsApp

This page explains how to create a structured message for WhatsApp.

Structured messages for WhatsApp (also known as highly structured messages) use specific message formats that your company can use to notify customers about things such as an upcoming bill, service outage, or any other notification-type message. You can use eServices Manager to create and format the structured message for WhatsApp.

Warning

Before continuing, you must upload the message to WhatsApp for approval before you can finish creating the structured message in eServices Manager. See the WhatsApp documentation for more information.

Creating a structured message for WhatsApp

1. Create a standard response.
2. Go to the Structured Body tab.
3. Select Structured.

   

4. In the Media Origin menu, select Genesys JSON.
5. In the Type menu, select Notification.
6. Click Edit JSON to configure the structured message. See the Configuring the structured message section below for more information.
7. 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.
8. Optionally, add field codes.

   Important

   You must not use double-quotation marks (") for field codes that are used in structured messages. Use single quotation marks (') instead.

9. Click Create.

Configuring the structured message

Mandatory section

After you click Edit JSON, an editor appears that allows you to edit the structured message. Starting with version 9.0.002.XX, you can edit a Notification template of the standard response that was created and saved in UCS.

In the ID field, enter the namespace@element_name ID for the structured message (provided in WhatsApp Manager after WhatsApp has approved the message).

In the Content area, compose the content of your message. For example, let's say you want to create a message to let customers know when their account balance is $0. Enter the following message: Hello Customer. Your account balance is now $0. Contact us at 1-800-555-5555 to add more funds.

You can use field codes to introduce parameters for known data. For example, instead of Customer, you can use <$Contact.FirstName$>. In the Content area, remove Customer and then click to add parameters. Notice how a variable has been added to the Content area (as this is the first variable, it's {{1}}). In the Parameters section, you can define the {{1}} variable as such:

• Name—Enter the name of the variable. For example, Customer.
• Value—Enter the field code to use. For ease of use, you can:
  1. Enter a temporary value in the Value field.
  2. Click Save to save the message template and return to the New/Edit Standard Response window.
  3. In the JSON Part section, find the temporary parameter value you used earlier (for example, "value": "Sample_Value") and select the sample value.
  4. Click Insert Field Code.
  5. Select a field code and click OK to insert it, together with its required delimiters (<$ $>), into the standard response.

     Important

     Only use field codes in parameter values.

The Content area now looks like this:

As you edit the Content area, a live preview appears on the right to show you how the message will appear to the customer. Field codes are rendered when the message is inserted into a WhatsApp interaction by an agent in Workspace. However, when eServices Manager detects a field code in the message, you can click Render (located above the live preview area) to render the field code with its default value.

Optionally, you can use the toolbar in the Content area to use bold (B), italics (I), strikethroughs (S), and highlights (<>).

When you are done, click Save.

[NEW info starts here]

Optional sections in Media Notification template

Starting with version 9.0.002.XX, the Media Notification template adds the following optional sections:

• Header
• Footer
• Buttons

Header

Content of the Header section appears at the top of the Body section. You can configure one of the following types of the Header section:

• None—No header content.
• Text—A header containing text content with one parameter or without parameters. The Parameter value can use Field Codes.
• Media—A header containing media content with any of the following types: file, image, or video.

Example of text header

Media content can be used for:

• Sending personalized content—A media file, image, or video from the header is added when an agent/bot sends a message to a particular customer. In this case, the header contains only definition of media content type but not a media file itself.
• Sending flyers (common content)—A media file/document (file, image, or video) is uploaded to the header via Upload Files and then attached to a message???. Agent/Bot can replace it, but it can send out the message with the default media content (?) as well.

Example of image header

Footer

Content of the Footer section appears at the bottom of the Body section, It contains static text in the footer of the text message. It cannot be changed when sending the message. It has types:

• None – type deactivates current section.
• Text – type allows to provide static text.

Buttons

The Button section allows to configure one of the types button sections in the end of the WhatsApp message:

• None—type deactivates current section.
• Quick Reply—type allows to add up 3 quick replies buttons but min. 1 button. All buttons have:
  • Button Text—field with value from WhatsApp template. Current text will be returned back along with Button Postback text to the webhook when the user clicked the button.
• Button Postback—optional field with Postback text.
• Call to action—type allows to have up to 2 call to action buttons to the template:
  • Call Phone Number:
    • Button Text—field with text button from WhatsApp template.
    • Action Type—field has Call Phone Number type.
  • Phone Number—phone number that will be use after click on this button.
  • Visit Website:
    • Button Text—field with text button from WhatsApp template.
    • Action Type—field has Visit Website type.
    • URL—field with URL from WhatsApp template, also URL can have 1 parameter. Parameter value will be use in the end of URL. Current URL will be use after clicking this button.

Starting with version 9.0.002.XX, the Media Notification template provides an option to view an JSON structure.

Notification

When the Header section is downloaded a media content file after you click Save Media Notification template current file is attached to a standard response. After next download media content file, previous file will not automatically delete. Genesys recommends to delete no use files form Standard Response Attachment manually. [NEW info ends here]

Dark mode

Optionally, you can select Dark to use dark mode. Below is a comparison:

• Dark off:

  

• Dark on:

  

Language and country in Notification template

After a Notification is created for Genesys JSON, the JSON Part field contains the key-value pair (KVP), language, with values from the language and country options of the Language business attribute values. You can configure the values for the language and country options under the Language business attribute values using instructions provided in the Configuring language and country for WhatsApp structured messages section.

Important

• This feature is only available starting with the version 9.0.001.08 and later.
• Values of the language KVP are not updated in Genesys JSON under standard response if you cut, copy, paste, or import a standard response with Genesys JSON.
• Values of the language KVP are not updated in Genesys JSON under standard response if you modify the values for the language and country options under the Language business attribute values.
• Genesys recommends that you delete the language KVP in Genesys JSON under standard response, click Edit JSON, and click Save to change the values of the language KVP. The JSON Part field gets updated with the correct values for the language KVP.

For more information, refer to the How to Configure Languages section of the Chat Server Administration guide.