Send Digital Content action

AI-generated summary

Genesys Cloud's Send Digital Content action enables digital bot flows to send carousel template messages configured through canned responses, with each carousel displaying up to 10 horizontally scrollable cards that participants can interact with via scrolling and button selection. Currently, this functionality is available exclusively for WhatsApp Messenger, with deployments on unsupported channels triggering the failure path. Administrators configure carousel templates through the canned responses feature and organize them within libraries for bot deployment. Key configurable elements include the action name, message template selection, canned responses library designation, and a variable to capture participant card selections for use in subsequent flow actions. The action supports custom substitution values aligned with business requirements, with mandatory substitution parameters required in message and card body text to ensure Meta delivery compliance; messages with empty substitution strings are rejected. The Send Digital Content action incorporates no-match handling capabilities that allow administrators to configure responses for invalid user input. Customized no-match reprompts can be enabled to trigger incrementally with each no-match event, with the no-match reprompt collection length overriding maximum retry settings configured in user input settings to establish action-specific retry limits. Related functionality includes the Get Email Headers action, available in Architect inbound and in-queue email flows, which extracts email headers into JSON-formatted variables. Genesys Cloud's no-match handling mechanisms control system responses to unrecognized user inputs through configurable paths and settings. An empty no-match reprompt collection disables retries, while the Default No Match option enables a single customizable prompt returned after receiving no-match input events. This prompt combines with the No Match Apology configured in Settings > User Input > No Match Detected. Two configurable paths manage retry limits: the Max No Inputs path triggers when maximum no input retries are exceeded, and the Max No Matches path triggers when maximum no match retries are exceeded. Disabling either path hides associated flow configurations without deleting them, and when enabled, these paths take precedence over the default path upon successful action execution.

Use the Send Digital Content action in digital bot flows to send a carousel template message previously configured by an administrator in canned responses. A carousel media message includes up to 10 carousel cards displayed in a horizontally scrollable view. To interact with carousels, bot participants can scroll through the card options and select an option using the buttons on the cards.

Administrators can create and manage carousel templates by using the canned responses feature in Genesys Cloud. For more information about creating carousel templates for WhatsApp, see Add a WhatsApp template message.

Note: The Send Digital Content action is currently available for WhatsApp Messenger only. The action takes the failure path if you use it in any other unsupported channels.

Field	Description
Name field	Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the task sequence.
Message Template Type	Select the message template type. Note: Carousel is the only supported template type. Currently, this field is read-only.
Library	Select the appropriate canned responses library that contains the carousel templates that you intend to use in the action. For more information about canned responses libraries, see Create and manage libraries.
Message Template	Select the carousel message template that the bot must send to the participants. Note: If you change the library after you select the message template, your message template selection resets.
Selection Result	Define a variable to capture the participant’s card selection and then use the variable in the flow for further actions.
Substitutions	Configure the custom substitution values depending on your business needs. Architect retrieves the default substitution values configured in the canned response template. For more information, see Substitutions overview. Notes: The substitution values used in the message and card body text are mandatory. If these substitution parameters are sent as empty strings, Meta rejects the message and prevents its delivery. The substitution fields appear only if the selected message template includes canned response substitutions.
No Match	The communication that the bot returns when the user’s input is not a valid match. Note: The bot returns the configuration that you set in Settings > User Input > No Match Detected > No Match Apology combined with the No Match communication.
Customize No Match	Enables the No Match Reprompts field and enables you to create a list of no match prompts. The bot returns these prompts incrementally after it receives No Match input events.
No Match Reprompts	When the bot receives a No Match input, it returns the communication at the position in the No Match Reprompts collection that corresponds to the current number of No Match inputs received for that action. For example, the first No Match input triggers the bot to use the first No Match reprompt in the defined collection. The length of the No Match Reprompt collection also overrides the maximum number of No Match retries that you define in Settings > User Input > No Match Detected > Maximum Number of No Match Retries for that particular action. For example, if you define two reprompts in the collection, the bot retries twice. An empty collection turns off No Match retries. Note: The bot returns the configuration that you set in Settings > User Input > No Match Detected > No Match Apology combined with the No Match communication.
Default No Match	Enables the default No Match field and allows you to define a single No Match prompt that the bot returns after it receives No Match input events.
Paths	Max No Inputs: Enable or disable the Max No Inputs path. When you enable this option, if the bot exceeds the maximum number of no input retries exceeds that you set for this action, then the flow follows this output path. Max No Matches: Enable or disable the Max No Matches path. When you enable this option, if the bot exceeds the maximum number of no match retries that you set for this action, then the flow follows this output path. Notes: If you disable this path, then the flows that you configure for the output path are hidden, not deleted. If you enable this path, then if the action runs successfully, this action takes the default path.

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