Sending Structured Content

3 Comments

  • Yu-Hsuan Chao
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    Hi Kyle,

     

    Thanks for reaching out! For your question:

    Is there no way for a human agent to insert structured content into the chat? I was looking at the Chat API, and it appears to only support simple text strings via chat.sendChat or chat.postToChatTextArea. 

    that's correct for what our system is capable now.

     

    We are, however, looking into how we might bring the structured message experience to the human agents. Could you describe your desired features and use cases for us to get a better understanding of how we should design our solution? Thanks :)

     

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  • Kyle Krcmaric
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    The way that would probably be easiest is if there was a special method in the Chat API for sending a structured message, which would accept a JSON object as the message data. This JSON object would represent the structured message. Ideally, the messages could be flexible, so that for example, you could have a carousel that's made up of cards, but each card may be subdivided into different blocks, like horizontal and vertical elements that can be arranged in any way. Maybe some of the blocks are buttons, maybe some are images, maybe some are text. Support for animated GIFs would be preferred, or even support for an embedded video (with audio). 

    Then, a Chat app could be built for the agent, which lives off on the side of their user interface, where they could interact with the app to build up a special structured message to send to the customer.

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  • Yu-Hsuan Chao
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    Thank for sharing with us! 

    We're going to take this into our planning when we're working on related features :)

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