Enable Quick Replies for Open Messaging

[OscarBenavides]

Hi Team!

We've seen the latest release "November 18, 2024" but we have one question about this point "Quick replies, cards, and carousels for open messaging", do we have to enable it somewhere so the quick replies are sent to our webhook? because we have some digital menus in our digital bot linked to an inbound message flow and we are not receiving quick replies information in our webhook, attach an example of the message that we receive when we send a digital menu:

{
"id": "eec279fb1fc844b8c8bf0fc6e71ea5ef",
"channel": {
"id": "6c28b519-a4bc-42b0-85a0-0ee2acd6d4e4",
"platform": "Open",
"type": "Private",
"to": {
"id": "-",
"idType": "Phone"
},
"from": {
"nickname": "-",
"id": "-",
"idType": "Opaque"
},
"time": "2024-11-20T13:53:00.702Z",
"messageId": "eec279fb1fc844b8c8bf0fc6e71ea5ef"
},
"type": "Text",
"text": "This is a digital menu",
"originatingEntity": "Bot",
"direction": "Outbound",
"messageMetadata": {
"type": "Text"
}
}

If anyone could help me would be really useful, thanks!

[Greg_Boston]

hi @OscarBenavides this documentation may help you configure your bot properly work-with-quick-replies-in-bot-conversations

[OscarBenavides]

Hi Greg, thanks for your response, following this Quick Replies are not supported in Digital Menu, am i wrong?

Also, i cant find the enable option in settings, do you have an image about how it looks?

[Teresa_Flaherty]

Hi @OscarBenavides That "enable" option is only for Bot Flows, Digital Bot Flows (which I'm guessing you're using as that's the only flow type where the Digital Menu action is available) have quick replies enabled by default. Here's another docs page for using quick replies in Digital Bot Flows specifically: Work with quick replies, cards, and carousels in digital bot flows - Genesys Cloud Resource Center

I tried this out with my own test bot and was able to see the Quick Replies in my outbound message as expected.

Would you be able to send the IDs of your organization and flow? I can have a look at your bot specifically and see what's going on.

You can get the flowId from the Architect URL: apps.mypurecloud.com/architect/#/digitalbot/flows/<flow ID here>/latest

The organization ID (if you don't have it already) can be found in Architect by going to Help > About in the top right corner.

[msassoon]

Which region is this? We have delayed the deployment for some regions until tomorrow. So, it might work tomorrow.

[OscarBenavides]

Hi @Teresa_Flaherty and @msassoon,

Yes, we are using Digital Bot Flow, clear that is enabled by default, i followed the guide and also used Digital Menus for that but i dont recieve it in my webhook.

The region is usw2.pure.cloud, this is the url: Architect

OrgID: 085d5bc0-f26c-4c60-9061-dcc494bd0ced

Thank you.

[Teresa_Flaherty]

@OscarBenavides I took a look at your flow and all looks good to me. As @msassoon said the release was delayed a small bit in some regions, and it looks like USW2 was one of those. Please try again tomorrow and let us know if it works as expected then. If not, we can keep looking into it.

[OscarBenavides]

Hi @Teresa_Flaherty,

Sorry for the delay, i was out some days, i checked my digital bot today but im getting the same issue, im not recieving the "Structure" message's type for open messaging, do i have to enable something?

[Teresa_Flaherty]

Hi @OscarBenavides ,

Turns out there was an issue that resulted in this feature needing to be disabled. We are hoping to re-release the feature in the new year once the issue has been resolved. So sorry for the delay and any confusion!

Teresa