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eServices Manager Plug-in for GAX
WhatsApp structured messages
2/14/2023
Contents
• 1 WhatsApp structured messages
• 1.1 Creating a structured message for WhatsApp
• 1.2 Configuring the structured message
• 1.3 Language and country in Notification template
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WhatsApp structured messages
WhatsApp structured messages
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.
Link to video
Creating a structured message for WhatsApp
1. Create a standard response.
2. Go to the Structured Body tab.
3. Select Structured.
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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
Starting with version 9.0.000.09, you can edit a Media Notification template of the standard response
that was previously created and saved in UCS. In addition, starting with version 9.0.002.05, you can
view a JSON structure.
A short video on how to configure a Media Notification template: Link to video
Media Notification template: Body section
After you click Edit JSON, an editor appears that allows you to edit the mandatory Body section of
the structured message.
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 $0. Contact us at 1-800-555-5555
to add more funds.
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Example of the general body message
You can use field codes to introduce parameters for known data. For example, instead of Customer,
you can use <$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:
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Example of the customized body message
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.
Example of the live preview area with the rendered
field code
Media Notification template: optional sections
Starting with version 9.0.002.05, the Media Notification template adds the following optional
sections:
• Header
• Footer
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• Buttons
Header
In the Header section, you can configure content that is displayed at the top of the Body section of
a WhatsApp notification-type message:
• Text—A header containing the text content with one parameter or without parameters. The parameter
value can contain field codes.
• Media—A header containing the media content of the following types: file, image, or video.
Example of the text header
Example of the image header
Media content can be used for:
• Sending personalized content—A media file, image, or video is added from the header when an agent
sends a message to a particular customer. Note that the header contains only definition of the media
content type but not a media file itself. The media file can be customized and inserted into a WhatsApp
interaction by an agent in Workspace.
• Sending common content—A media file, image, or video is uploaded to the header through a
corresponding Upload button and then automatically attached to a message when it sends out.
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Important
Any new downloaded media file in the Header section replaces the existing media file
in a standard response. The previous files remain in the environment. Genesys
recommends deleting the files that are not in use manually, using the Edit
Attachments window.
Footer
In the Footer section, you can configure the static text content that is displayed below the Body
section of a WhatsApp message, by selecting Text and entering the footer content.
Example of the footer
Buttons
In the Buttons section, you can configure predefined button sections that are displayed at the
bottom of a WhatsApp message. The following Button options are available:
• QuickReply—Enables adding up to three quick replies buttons and contains the following items:
• Button Text—Populates with a value from the WhatsApp template. The button text is returned
along with the Button Postback text to the webhook when a user clicks the button.
• Button Postback—Populates with the Postback text (Optional).
• CallToAction—Enables adding up to two call-to-action buttons and contains the following items,
depending on the action type:
• Call Phone Number:
• Button Text—Populates with the button text from the WhatsApp template.
• Action Type—Call Phone Number.
• Phone Number—Populates with the phone number from the WhatsApp template.
• Visit Website:
• Button Text—Populates with the button text from the WhatsApp template.
• Action Type—Visit Website.
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• URL—Populates with the URL from the WhatsApp template. The URL can contain one parameter.
The parameter value is used at the end of the URL.
Example of the QuickReply button
Example of the CallToAction button
Interactive messages
Starting with 9.0.004.01, eServices Manager supports Interactive messages. Interactive message
templates offer the customer a choice of responses to the last agent or last chat bot message in the
transcript. Selecting one of these buttons sends that reply to the agent as an inbound text message.
This saves the customer from having to type a response manually.
eServices Manager does not support field validation. Users must refer to the latest WhatsApp
documentation, Sending Interactive Messages for more information.
Currently, the Reply Buttons and List Messages templates are supported.
Reply Buttons
Reply Button is a media origin type that allows you to set up to 3 buttons that a customer can choose
from.
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You can configure the following options:
• Header—Enter a text message or attach any media content of the following types: file, image, or video.
• Body—Enter a context of the message.
• Footer—Enter the static text content that is displayed below the Body section.
• Buttons—Enter a label for each button in the Button Text field.
Example of Reply Buttons
List Messages
List Message is a media origin type that allows you to set up to 10 menu options that a customer can
choose from. You can configure the following options:
• Header—Enter a text message.
• Body—Enter a context of the message.
• Footer—Enter the static text content that is displayed below the Body section.
• List
• Submit label—Enter a label for the submit button.
• Sections—Enter a section name in the Title field. There can be multiple sections. Each section can
have one or more rows.
• Rows—Enter a Title and Description for each row. Each row is shown as an option for the
customer to choose.
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Example of a List Message
Dark mode
Optionally, you can select Dark to use dark mode. Below is a comparison:
• Dark off:
• Dark on:
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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.
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