Genesys Cloud
Enhanced self-service with List Picker in Genesys Cloud

In an upcoming release, Genesys Cloud will introduce the List Picker as a new message type, enabling bot authors to send structured lists in both Apple Messages for Business (AMB) and Genesys Web Messenger conversations. This advancement marks a strategic step in enhancing self-service capabilities across digital messaging channels. Previously, Genesys Cloud did not support List Picker messages, which are a requirement for approved AMB deployments. By enabling bot authors to incorporate List Picker messages into digital bot flows, users can select one or more options from multi-section, predefined lists, streamlining interactions, reducing input errors, and improving automation outcomes.

This capability simplifies customer interactions by allowing intuitive selection from structured options (for example, support topics, appointment types, product variants), reducing the need for freeform responses or multiple quick reply messages. The result is:

• Faster resolution through guided self-service
• Fewer bot fallbacks and misrouted inputs
• Reduced agent handle time with clearer intent capture
• Improved CSAT and digital containment rates

Technical details and authoring support

The List Picker will be implemented as a normalized message type, with:

• A defined transcript appearance in the agent UI
• Full authoring support in Architect for bot builders
• Preview capabilities in Messenger for administrators
• Support for single and multi-select configurations

Key user stories

• As a bot author, I want to configure List Pickers in Architect to guide user interactions.
• As a business administrator, I want to test List Pickers in Messenger preview mode before deployment.
• As a Messenger user, I want to select items from a list and submit my choice during a bot flow.