Avaya Contact Center Artificial Intelligence supports rich media responses with Google Dialogflow for self-service messaging interactions. Rich media responses achieve a higher completion rate for self-service queries compared to plain text.

The following table describes the rich media types Avaya Contact Center Artificial Intelligence supports:

The following is a screenshot of an example carousel digital interaction:

You can use the following custom payload examples for the corresponding rich media type. Replace the example URLs and images with your own.

Enter the code in Google Dialogflow in Flows > <flow_name> > Start Page > Routes.

For more information on sending asynchronous messages, see the developer's portal at https://developers.avayacloud.com/avaya-experience-platform/reference/senddigitalasyncmessage.

Carousel

{
  "body": {
    "payload": {
      "items": [
        {
          "actions": [
            {
              "payload": "TACOS",
              "type": "postback",
              "text": "Select"
            },
            {
              "uri": "https://en.wikipedia.org/wiki/Taco",
              "text": "More info",
              "type": "link"
            }
          ],
          "description": "Small hand-sized corn or wheat tortilla topped with a filling",
          "title": "Tacos",
          "mediaUrl": "https://example.com/example_tacos_image.jpg"
        },
        {
          "actions": [
            {
              "payload": "NACHOS",
              "type": "postback",
              "text": "Select"
            },
            {
              "uri": "https://en.wikipedia.org/wiki/Nachos",
              "text": "More info",
              "type": "link"
            }
          ],
          "description": "Heated tortilla chips or totopos covered with melted cheese",
          "title": "Nachos",
          "mediaUrl": "https://example.com/example_nachos_image.jpg"
        },
        {
          "actions": [
            {
              "payload": "BURRITOS",
              "type": "postback",
              "text": "Select"
            },
            {
              "uri": "https://en.wikipedia.org/wiki/Burrito",
              "text": "More info"
              "type": "link",
            }
          ],
          "description": "Small hand-sized corn or wheat tortilla topped with a filling",
          "title": "Burritos"
          "mediaUrl": "https://example.com/example_burritos_image.jpg"
         },
      ]
    },
    "elementText": {
      "text": "[carousel]: Please select from the food options: [Tacos, Nachos, Burritos]",
      "textFormat": "PLAINTEXT"
    },
    "elementType": "carousel"
  }
}

Emoticon

😀🏈🤖👍👊🥇👍

File

{
  "attachments": [
    {
      "name": "example_file.pdf",
      "contentType": "application/pdf",
      "url": "https://example.com/example_file.pdf",
      "size": 1024248
    }
  ],
  "body": {
    "elementText": {
      "textFormat": "PLAINTEXT",
      "text": "Sharing pdf document: https://example.com/example_file.pdf"
    },
    "elementType": "file",
    "payload": {
      "mediaUrl": "https://example.com/example_file.pdf"
    }
  }
}

Image

{
  "attachments": [
    {
      "contentType": "image/jpeg",
      "size": 88316,
      "name": "image.jpg",
      "url": "https://example.com/example_image.jpg"
    }
  ],
  "body": {
    "elementType": "image",
    "elementText": {
      "text": "Optional sample text with image - https://example.com/example_image.jpg",
      "textFormat": "PLAINTEXT"
    },
    "payload": {
      "mediaUrl": "https://example.com/example_image.jpg"
    }
  }
}

Link

{
  "body": {
    "elementText": {
      "textFormat": "PLAINTEXT",
      "text": "Check out this link: [Add to Cart] [Learn More] https://example.com"
    },
    "elementType": "text",
    "payload": {
      "text": "More info:",
      "actions": [
        {
          "payload": "VC_ADD_TO_CART",
          "type": "postback",
          "text": "Add to Cart"
        },
        {
          "type": "link",
          "uri": "https://example.com",
          "text": "Learn more ..."
        }
      ]
    }
  }
}

Location

{
  "body": {
    "elementType": "location",
    "elementText": {
      "textFormat": "PLAINTEXT",
      "text": "Here is the nearest office location."
    },
    "payload": {
      "coordinates": {
          "lat": 40.7684355,
          "long": -74.5013142
      },
      "location" : {
        "address": "350 Mt Kemble Ave, Morristown, NJ 07960, United States",
        "name": "New Office Site"
      }
    }
  }
}

Location request

{
  "body": {
    "elementText": {
      "text": "[Location request] Could you please share your location?",
      "textFormat": "PLAINTEXT"
    },
    "payload": {
      "actions": [
        {
          "text": "Send Location",
          "type": "locationRequest"
        }
      ],
      "text": "Could you please share your location?"
    },
    "elementType": "text"
  }
}

Reply

{
  "body": {
    "elementType": "text",
    "elementText": {
      "text": "Which one do you like better? - [Tacos] [Burritos]",
      "textFormat": "PLAINTEXT"
    },
    "payload": {
      "text": "Which one do you like better?",
      "actions": [
        {
          "text": "Tacos",
          "payload": "TACOS",
          "type": "reply",
          "iconUrl": "https://example.com/example_tacos_icon.png"
        },
        {
          "text": "Burritos",
          "payload": "BURRITOS",
          "type": "reply",
          "iconUrl": "https://example.com/example_burritos_icon.png"
        }
      ]
    }
  }
}

Payload fields

The following table describes the custom payload response:

Body

The following table describes the fields of the body element:

Element text

The following table describes the fields of the element text element:

Payload

The following table describes the fields of the payload element:

Action

The following table describes the fields of the action element:

Item

The following table describes the fields of the item element:

Coordinates

The following table describes the fields of the coordinates element:

Location

The following table describes the fields of the location element:

Attachment

The following table describes the fields of the attachment element: