Work with quick replies in bot conversations

When you configure quick replies in WhatsApp, keep the following considerations in mind:

• WhatsApp limits the initial displayed quick reply prompt to 20 characters or less. If you configure the initial prompt with more than 20 characters, then only the first 19 characters appear, followed by an ellipsis. The customer must click the prompt to view and select from the available options.
• The customer can select each button and is not limited to a single choice. Your bot behavior should account for scenarios in which the user may select multiple options.
• WhatsApp supports three quick replies or less. If you configure more than three quick replies, then the message appears as a list.

For example, if you configure a message that asks, “Which option would you like to choose?” and include options of One, Two, and Three, then all buttons appear in the initial prompt to the customer:

 

If you configure a message that asks, “Which option would you like to choose?” and then include options of One, Two, Three, Four, and Five, then a portion of the prompt phrase, specifically the first 23 characters followed by an ellipsis, appears as a clickable heading:

After the user clicks the question, WhatApp displays the choices in a separate dialog box:

1. Open an existing bot flow or create a new one.
2. Under Settings, click User Input.
3. Under General, enable Automatic Quick Reply Buttons.
4. Make any additional changes according to your flow design.
5. Save and publish the flow.

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Ask for Yes/No action in a bot flow

Ask for Yes/No in a bot conversation

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Ask for Confirmations in a bot flow

Ask for Confirmations in a bot conversation

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Anything Else? Loop action in a bot flow

Anything Else? Loop in a bot conversation

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Ask for Slot action in a bot flow

Ask for Slot in a bot flow

Knowledge base slots in a bot conversation

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Knowledge feedback question in a bot flow

Knowledge feedback question in a bot conversation

Learn more:

• Set up user input for a bot flow
• About Genesys Dialog Engine Bot Flows

1. Install the Amazon Lex integration from Genesys AppFoundry.
2. Configure the IAM role with permissions for the Amazon Lex app.
3. Configure and activate the Lex integration in Genesys Cloud.
4. To set up quick reply options in the AWS Lex Console, use this custom JSON to define the replies for your bot’s intent:
   

   {
       "genesys_prompt":"string", // required - The text is the prompt to use when filling slots.
       "genesys_quick_replies": [
           {
               "text":"string", // required - The text to show inside the quick reply. 
               "payload": "string" //required - The content of the text back payload after a user clicks a quick reply. 
           }
       ]
   }

To use quick reply options that enable you to switch between your bot’s intents, in the AWS Lex Console, use the custom JSON in the intent’s Response field.

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To use quick reply options to fill your bot’s slot needs, use the custom JSON in a Lambda function.

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Learn more:

• About the Amazon Lex integration
• Using Lambda Functions in the AWS Developer Guide

1. Install the Google Cloud Dialogflow CX integration from Genesys AppFoundry.
2. Configure and activate the Google Cloud Dialogflow CX integration in Genesys Cloud.
3. To set up quick reply options in the Dialogflow console, use this custom JSON to define options for your bot’s intent:
   

   {
       "genesys_prompt":"string", // required - The text is the prompt to use when filling slots.
       "genesys_quick_replies": [
           {
               "text":"string", // required - The text to show inside the quick reply. 
               "payload": "string" //required - The content of the text back payload after a user clicks a quick reply. 
           }
       ]
   }

To use quick reply options to switch between your bot’s intents, in the Google Dialogflow console, edit the fulfillment and use the Custom Payload option to specify the JSON.

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To use quick reply options to fill your bot’s slot, select the parameter that you want to fill out and then use the Custom payload to provide the prompt and options..

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Learn more:

• About the Google Cloud Dialogflow CX integration

1. Install the Google Cloud Dialogflow ES integration from Genesys AppFoundry.
2. Configure the Google Cloud Dialogflow ES platform service account credential.
3. Enable the Google Dialogflow integration.
4. To set up quick reply options in the Dialogflow console, use this custom JSON to define options for your bot’s intent:
   

   {
       "genesys_prompt":"string", // required - The text is the prompt to use when filling slots.
       "genesys_quick_replies": [
           {
               "text":"string", // required - The text to show inside the quick reply. 
               "payload": "string" //required - The content of the text back payload after a user clicks a quick reply. 
           }
       ]
   }

To use quick reply options to switch between your bot’s intents, in the Google Dialogflow console, use the custom JSON to the intent’s Response section.

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To use quick reply options to fill your bot’s slot, use the custom JSON in a webhook. You can also use an AWS Lambda for this purpose.

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Learn more:

• About the Google Cloud Dialogflow ES integration
• Webhook for slot filling in the Google Cloud Dialogflow ES guide

1. Create a bot that adheres to the Genesys Cloud BYOB specifications.
2. Configure the Genesys Bot Connector integration.
3. Use Genesys Normalized Format to define quick replies.

{
  "type":"Structured",
    "content" : [
        {
            "contentType": "QuickReply",
            "quickReply": {
                "text":"Shirt",
                "payload":"Shirt"
            }
        },
        {
            "contentType": "QuickReply",
            "quickReply":
                "text":"Jacket",
                "payload":"Jacket"
            }
        }
    ]
}

• About Genesys Bot Connector

1. Install the Nuance Mix integration from Genesys AppFoundry.
2. Add Nuance Mix credentials to Genesys Cloud.
3. Add bots to the Nuance Mix integration.
4. Activate the Nuance Mix integration.
5. To set up quick reply options in the Nuance Mix console, perform these steps:
   1. Create a new project or open an existing one.
   2. Open your project in Mix.dialog.

1. In your Nuance Mix project, add NLU intents and entities.
2. Add literals to each intent and then map them to values.
   Note: The bot receives and returns these values when a user clicks a certain quick reply option.

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You can add interactive elements to your Nuance Mix bot and then use them as quick replies. From within the Nuance Mix project, select the appropriate question and answer block.

Next, select Interactivity. View the values that you previously created in the NLU section, create a label for each value, and then enable the values. Each label appears to the user, instead of the value. This feature provides you with more control over the customer experience.

For more information, see Define interactive elements in the Nuance Mix documentation.

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Learn more:

• About the Nuance Mix integration
• Nuance Mix documentation