Rich Message Settings for Digital Experience

Rich Message Settings allows you to access setup for all available types of rich content in a single place. You can create content including a list picker, time picker, quick replies, rich links, or forms and assign them to multiple channels at once. This capability allows you to assign rich content to Apple Messages for Business, Facebook Messenger, WhatsApp, Google Business Messages, and digital chat. Rich content can also be configured in Bot Builder and Virtual Agent Hub.

 

The Jungle at Classics has customers who use Apple Messages for Business, Facebook Messenger, and WhatsApp. Mowgli Kipling, the contact center administrator, takes advantage of this by creating interactive rich messages that help make his agents be more effective when chatting with customers:

  • Customers often ask about merchandise in The Jungle's online store. Agents can use a template to send pictures and links to the items customers have questions about.
  • Once a customer has decided on a book they would like to purchase, there may be options available for that book. For example, it may be available in hardback, paperback, or audiobook. Agents can send a list of these options for the customer to choose from.

Set Up Rich Messages

In order for agents to be able to select rich messages to send to contacts, you need to complete set up in Digital Experience. You must add a frontend component that displays in the agent console.

  1. Click the app selector and select ACD.

  2. Go to DFO > Points of Contact Digital.

  3. Click Rich Message Settings.

  4. Select and copy the URL under My Rich Messages.

  5. Click Go back to settings in the top left corner.

  6. Click the app selector and select Digital under Others.

  7. Click Custom Components under Account.

  8. Click Add frontend custom component.

  9. Enter the Url you copied from the Rich Message Settings page.

  10. Enter the desired Height in pixels for the frontend custom component. For example, you could enter 100 pixels.

  11. If you only want the custom component to appear for only certain channels, check the box next to the desired channels. If you don't select any channels, the custom component will display for all channels.

  12. Click Save.

Create Categories for Rich Messages

Categories allow you to organize rich messages so that agents can find them easily. When you create a rich message, you can assign a category to it. Categories are optional.

  1. Click the app selector and select ACD.

  2. Go to DFO > Points of Contact Digital.

  3. Click Rich Message Settings >  Categories.
  4. Click Create Category.
  5. Enter a Name for your category.
  6. Click Save.

List Picker

List picker displays a list of items that contactsClosed The person interacting with an agent, IVR, or bot in your contact center. can choose from. You can add images and descriptions to appear with each list item. Agents can use these channels to send lists that contacts can select from. This helps contacts communicate their needs more quickly.

Limitations

Limitations vary depending on which messaging platform you create rich messages for. Each supported messaging platform has different character limits and supported content.

Messaging Platform Limitations
Apple Messages for Business No known limitations.

Facebook Messenger

  • Supports up to three options in a list.

  • Images and icons are not supported.

  • The maximum button text length is 20 characters.

  • The maximum postback length is 1,000 characters.

  • Emojis count toward the text length and sometimes count as more than one character.
WhatsApp

  • Supports up to 10 options in a list.

  • Images and icons are not supported.

  • The maximum title length is 20 characters.

  • The maximum text length is 1,024 characters.

  • The maximum button text length is 24 characters.

  • The maximum button description length is 72 characters.

  • The maximum postback length is 200 characters.

  • Emojis count toward the text length and sometimes count as more than one character.
Google Business Messagess

  • Supports up to 13 options in a list.

  • Images and icons are not supported.

  • The maximum button text length is 25 characters.

  • The maximum postback length is 2,048 characters.

  • Emojis count toward the text length and sometimes count as more than one character.

Create List Picker Messages

  1. Click the app selector and select ACD.

  2. Go to DFO > Points of Contact Digital.

  3. Open Rich Message Settings.

  4. Click Create Rich Message in the top right corner.

  5. Select List Picker and click Create Rich Message. The limitations for each channel list picker is available for will appear on this page when you select them as an option.

    Fields to create a List Picker Rich message

  6. Enter a Name for the template.
  7. You can select a Category from the drop-down.

  8. Enter Fallback text to appear if the list picker cannot be sent.

  9. Enter a Title. This is what the contact sees when they receive a quick reply.

  10. Enter any other Text you may want to appear under the title of the list picker.

  11. Enter the Options you would like to display when a list picker is sent. You can click Add Option to add the desired amount of buttons you want to appear on the list.

    1. Enter the Button text you would like to display as clickable options for the contact to select.

    2. Enter any Postback identifiers you want APIs or bots to be able to use to collect information or take further action.

    3. Add a Description for any of the list items that may require additional context.

    4. If you want to Upload an Image or icon to display for a list item, click Choose file.

  12. When you are finished adding options, click Save.

  13. On the Points of Contact page, click Add next to each channel you would like to assign the list picker to. If you don't select any points of contact the list picker will appear for all of them. When you are finished selecting channels you can click Go back to settings.

The list picker you created should now appear under My Rich Messages in Rich Message Settings.

Quick Replies

Agents can use quick replies to send contacts a question and options they can respond with. This helps identify the nature of the contacts needs quicker and helps avoid sending various messages back and forth.

Limitations

Limitations vary depending on which messaging platform you create rich messages for. Each supported messaging platform has different character limits and supported content.

Messaging Platform Limitations
Apple Messages for Business Supports a minimum of two quick reply options. Does not support more than five quick reply options.

Facebook Messenger

  • The maximum reply text length is 20 characters.

  • Emojis count toward the text length and sometimes count as more than one character.
WhatsApp

Supports up to three quick reply options.
Google Business Messagess

Not currently supported.

Create Quick Replies

  1. Click the app selector and select ACD.

  2. Go to DFO > Points of Contact Digital.

  3. Open Rich Message Settings.

  4. Click Create Rich Message in the top right corner.

  5. Select Quick Replies and click Create Rich Message. The limitations for each channel quick replies are available for will appear on this page when you select them as an option.

    Fields to create a quick reply for rich messages

  6. Enter a Name for the quick reply. This is what the agent will be able to see and select in the agent console.

  7. You can select a Category.

  8. Enter Fallback text that will appear if the quick reply cannot be sent.

  9. Enter a Title. This is what the contact will see when they receive a quick reply.

  10. Enter the Options you would like to display when a quick reply is sent. You can click Add Option to add the desired amount of buttons you want the quick reply to show.

    1. Enter the Button text you would like to display as clickable reply options for the contact to select.

    2. Enter any Postback information you want to collect from the contact to be sent back to the server.

  11. When you are finished adding options, click Save.

  12. On the Points of Contact page, click Add next to each channel you would like to assign the quick reply to. If you don't select any points of contact the quick reply will appear for all of them. When you are finished selecting channels you can click Go back to settings.

The quick reply you created should now appear under My Rich Messages in Rich Message Settings.

Rich links allow you to include a title, image, and fallbackClosed A plain text alternative sent when the destination doesn't support rich media. text with links sent to contacts. This is helpful to display a preview of where a link takes the contact before they engage with it.

Limitations

Limitations vary depending on which messaging platform you create rich messages for. Each supported messaging platform has different character limits and supported content.

Messaging Platform Limitations
Apple Messages for Business

  • Only supports images. Does not support icons or other types of files or media.

  • The maximum image size is 200 KiB. Uploaded images automatically resize to meet this requirement.

Facebook Messenger

Only supports images. Does not support icons or other types of files or media.
WhatsApp

Only supports images. Does not support icons or other types of files or media.
Google Business Messagess

  • The maximum media size is 5 MB.

  • Supported media types: JPEG, PNG, WEBP.

  • The maximum text length is 2,000 characters.

  • Emojis count toward the text length and sometimes count as more than one character.

Create Rich Links

  1. Click the app selector and select ACD.

  2. Go to DFO > Points of Contact Digital.

  3. Open Rich Message Settings.

  4. Click Create Rich Message in the top right corner.

  5. Select Rich Links and click Create Rich Message. The limitations for each channel rich links are available for will appear on this page when you select them as an option.

  6. Enter a Name for the link. This is what the agent will be able to see and select in the agent console.
  7. You can select a Category from the drop-down.
  8. Enter Fallback text to appear if the rich link cannot be sent.
  9. Enter the Title This is what the contact will see when they receive the link.
  10. Enter a URL to include with the rich link.
  11. Click Choose file if you want to upload an image file to go with the rich link. The maximum file size is 200 KB.
  12. Click Save.

  13. On the Points of Contact page, click Add next to each channel you would like to assign the link to. If you don't select any points of contact the rich link will appear for all of them. When you are finished selecting channels you can click Go back to settings.

The quick reply you created should now appear under My Rich Messages in Rich Message Settings.

Form Messages

Form messages let agents send contacts multi-page interactive forms. This makes it easier for agents and contacts to share information with each other. Forms are supported for iOS and iPadOS devices.

You must create forms in CXone before you can use them to create a rich message. You can only use Public Secure Forms in a form message. To allow agents to view the form fields and values when adding custom fields, click Set as visible to agent and Turn storing data on. These appear blue when enabled.

Form messages must be enabled for your system. Contact your CXone Account Representative if form messages don't display as expected.

Limitations

Limitations vary depending on which messaging platform you create rich messages for. Each supported messaging platform has different character limits and supported content.

Messaging Platform Limitations
Apple Messages for Business

Form messages support the following custom field types: Text, Email, Drop-down list. Does not support forms that use Hierarchical custom fields. If the form uses this type, the message sends fallbackClosed A plain text alternative sent when the destination doesn't support rich media. text instead of a form.
Digital Chat No known limitations.

Facebook Messenger

Not currently supported.
WhatsApp

Not currently supported.
Google Business Messagess Not currently supported.

Create Form Messages

Form messages don't pull the latest version of a form each time they’re used. If you modify a form in CXone, you must edit the form message and select the form again.

  1. Click the app selector and select ACD.

  2. Go to DFO > Points of Contact Digital.

  3. Open Rich Message Settings.

  4. Click Create Rich Message in the top right corner of the page.

  5. Select Form and click Create Rich Message.

    Fields to create a Form message,including Name, Category, Fallback text, and a drop-down to select the form.

  6. Enter a Name for the form that appears on the customer card.
  7. If you're using them, select a Category from the drop-down.

  8. Enter Fallback text to appear if the form message cannot be sent.

  9. Select the form you want to use. You can create and edit forms in ACD > DFO > Forms.

Time Picker Messages

Time Picker messages let agents send contacts a list of available time slots to choose from. A time picker integrates with the calendars on the Apple device to help the contact make a choice that fits with their schedule. You can add an event title and a location to appear in the event details on the contact's calendar.

The image in the header of a time picker message automatically displays the image you selected for your Apple Business account.

Limitations

Time Picker messages are currently only supported in MAX. Time picker messages are currently only supported for Apple Messages for Business.

Create Time Picker Messages

  1. Click the app selector and select ACD.

  2. Go to DFO > Points of Contact Digital.

  3. Open Rich Message Settings.

  4. Click Create Rich Message in the top right corner.

  5. Select Time Picker and click Create Rich Message.

    Necessary fields to create a time picker rich message.

  6. Enter a Name for the template.
  7. You can select a Category from the drop-down.

  8. Enter Fallback text to appear if the time picker cannot be sent.

  9. Enter a Title. This is what the contact sees when they receive a quick reply with the time picker.

  10. Enter an Event Title. This displays in the header of the contact's calendar event.

  11. To include a location in the calendar event, you can select Add location.

    1. Enter a Location title.

    2. Enter a Location latitude.

    3. Enter a Location longitude.

    4. Enter a Location radius (in meters).

  12. When you are finished, click Save.

  13. On the Points of Contact page, click Add next to each channel you would like to assign the time picker to. If you don't select any points of contact the time picker will appear for all of them. When you are finished selecting channels you can click Go back to settings.

The list picker you created should now appear under My Rich Messages in Rich Message Settings.