Question
CNO Financial Group Inc
IN
Last activity: 4 Nov 2021 14:36 EDT
Unified Messaging Channels
Hi,
We have created Unified messaging channel and added Whatsapp connection. We have configured menu options in the channels and interfaces and then tried testing through Whataspp.
Upon Testing, we could see the menu options are showing up along with TXT 1,TXT 2 etc.,(Ex: Unified TXT 1).
I would like to know how this can be customized so that we can remove them and what is the API related information for the same.PFA.
Kindly do the needful
Pegasystems Inc.
CA
@DivyatejaV7165 this cannot be customized.
The design ensures that quick reply or menu shapes developed in the Bot conversations can be used in SMS or WhatsApp, even though those channels do not support the richer experience provided in other channels like Facebook, Twitter, Apple Business chat and Web Chat. The numbered responses are always in context to the current quick reply/menu.
Cognizant
IN
@seidd1 We are also facing this issue in Pega 8.4 Unified Messaging Platform, Is there any way we can avoid rendering of (TXT 1) in Whatsapp and SMS channel.
We have noticed if user enter TXT 1, then Pega get the value as TXT 1 instead of actual value of the option.
Pegasystems Inc.
CA
@Rakessh17 This view of quick replies for SMS and WhatsApp is not configurable. It looks like the issue results from the customer confusing suggestion to reply with "1" or "2" for there selection and is instead replying with "TXT 1" or "TXT 2". I recommend adding a bot response for "TXT 1" that replies to the customer to just use numbers for their responses - or include that guidance as part of the quick reply information.
Cognizant
IN
@seidd1 Thank for your Reply.
As suggested above we can handle this in bot response flow but then the messages rendering in WhatsApp channel is not aligned.
We could also prompt user to enter number as part of welcome journey itself so that customer has the context on how to reply.
e.g If the Question is "Do you know your Account Number ?" and has 2 possible answers like Yes or No.
In whatsApp channel it will render the below message and It work fine when user enter (1 or Yes) but won't work for text : TXT 1
"Do you know your Account Number ?"
Yes (TXT 1)
No (TXT 2)
Pegasystems Inc.
CA
Hello @RakeshS6765, the reply handling was recently updated in the Digital Messaging Service, and WhatsApp and SMS are now recognizing replies like “TXT 1” in addition to the simple number reply and the menu option text.