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Question

 Akhil Kondrappasery (AkhilGangadharan)
Areteans
Akhil Kondrappasery
Areteans
IN
AkhilGangadharan Member since 2018 5 posts
Areteans
Posted: May 8, 2022
Last activity: May 19, 2022
Posted: 8 May 2022 22:57 EDT
Last activity: 19 May 2022 9:58 EDT
Closed

Digital messaging whatsup text customisation

Hi,

We have a Whatsup conversational channel setup as part of digital messaging. Whenever we display menus, it appears as following in the whatsup message :

Option A (TXT 1)

Option B (TXT 2)

Instead we want to present it simply as:

1. Option A

2. Option B

How/Where can we configure this ?  

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Pega Customer Service for Financial Services 8.6
Chat and Messaging
Consumer Services
Senior System Architect

Posted: 2 years ago
Posted: 19 May 2022 9:58 EDT
Mireille Dallaire (MireilleDallaire)
PEGA
Senior Software Quality Engineer, Customer Service Digital
Pegasystems Inc.
CA

Hello @AkhilGangadharan, this view of quick replies for SMS and WhatsApp is not configurable and cannot be customized.

The numbered "txt" replies are always in context to the current quick reply/menu options.

Customers can simply enter the number corresponding to the response (i.e. "1", or enter the "txt #", or they can also type the menu option text instead (e.g. "option a) - each will be recognized.

Kind regards,

Mireille

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