Send Response action

AI-generated summary

Genesys Cloud's Send Response action enables configuration of messages for SMS and messaging channel communications within chat or message flows, supporting both simple and complex message construction methods. Users can assign distinctive names for task sequence identification and select message styles for chat widgets, including "Notice" for announcements and "Standard" for general messaging. Message composition accommodates direct expression entry, message builder menu options, or the Edit Message Body dialog box for advanced expressions, with the String Builder dialog box enabling combination of data, expressions, prompts, and text elements. The action is deployed by dragging it from the Toolbox into the appropriate location within the task editor for message or email flows. The Message Body field accepts expressions or literal text strings, with the message builder menu providing additional configuration options. For complex message construction, users can select Expression mode to access the Edit Message Body dialog box or choose String Builder to combine multiple elements. The Send Response action supports attachments of response assets including images, audio, video, and files up to 100 MB in size through either Expression mode using functions like MakeList and FindResponseAsset, or Literal mode using the guided interface to select from the assets library or upload new assets. Users can attach up to 10 response assets stored as a Response Asset Collection; however, the action enters error handling mode if attachments exceed five in inbound and in-queue message flows. Channel-specific file size limitations may apply to certain attachment types. Genesys Cloud supports dynamic values for attachments through Response Asset variables configured via the Update Data action. The platform enables users to configure message sequences and manage response automation within the Architect workflow system, including inbound message flows, message body editing capabilities, and task or state editor actions such as Get Response and Get Auto Reply functions. Additional resources are available through community support, and users can provide feedback on documentation through role-based categories including Agent, Administrator, Developer/Engineer, Partner, Supervisor, and Support roles.

Use the Send Response action in message or email flows to configure a message and return it to an SMS or messaging channel recipient. From the Toolbox, drag a Send Response action into the appropriate location in the task editor.

Field	Description
Name	Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the task sequence.
Chat only: Message Style	Select how the chat widget differentiates between messages. For example, use Notice for announcements such as “Agent is joining the chat!” Use Standard for general chat messaging. The default setting is Notice.
Message Body	Enter the message as an expression for delivery to the recipient, or click to open the message builder menu and select from other message options. To create more complex expressions, select Expression and click the keyboard button. The Edit Message Body dialog box opens. For more information, see Work in the Edit Message Body dialog box. To create simple messages in the Message Body box, select Literal and enter the message string. To create more complex sequences using any combination of data, expressions, prompts, and text elements, select String Builder. The String Builder dialog box opens. For more information, see Set up a message with the String Builder.
Attachments	Attach a response asset such as an image, audio, video, or file. To attach an asset, click the Expression modes menu and select one of the following options: Expression: Enter an expression to attach a media object or file. For example, `MakeList(FindResponseAsset("thank-you-icon.png"))`. Literal: Use the guided interface to attach an existing asset from your assets library or upload a new asset from your computer. Notes: You can attach up to 10 response assets, which Architect stores using a Response Asset Collection. However, the Send Response action goes into error handling mode if the number of attachments exceeds five in inbound and in-queue message flows. Architect supports attachments of files and media that are up to 100 MB in file size. However, some channels do not support large files. For more information about file attachment sizes supported for each channel, see Is there a size limit for transferring files with ACD Messaging? and Messaging limits. To use a dynamic value for an attachment, define a Response Asset variable using the Update Data action.

[NEXT] Was this article helpful?

Get user feedback about articles.