Work with list pickers in bot conversations

AI-generated summary

Genesys Cloud provides list pickers in bot conversations, which are interactive bot replies containing selectable items that enable customers to complete tasks like scheduling appointments across multiple channels including Genesys Digital Bot Flows, Genesys Web Messenger, Apple Messages for Business, WhatsApp, and Open Messaging, with support for up to 50 time slots per message in most channels. Implementation of list pickers occurs through Ask for Slot actions in Architect, allowing users to customize multiple sections with unique item lists while controlling display order, item appearance through images, titles, and subtitles, and selection modes for single or multi-selection functionality. Device capability verification using the expression FindString(Flow.deviceCapabilities,"LIST") > 0 is essential before deployment. Channel-specific limitations significantly impact list picker configuration: Apple Messages for Business requires payloads under 5 MB with individual images not exceeding 200 KB and unique image names; WhatsApp does not support images, displays section subtitles only with multiple sections, and restricts list pickers to 10 sections with 10 total rows maximum, though bots can configure more items with only the first 10 displaying. List pickers support optional headers and footers, permit multiple selections of the same option, and capture each user selection as an individual response for structured interaction handling. Beyond list pickers, Genesys Cloud's bot system encompasses multiple conversation interface elements including cards, quick replies, time pickers, and digital transcripts, with core capabilities centered on bot configuration through Architect, slot-based data collection via Ask for Slot actions, and Digital Bot Flows for workflow automation. The platform integrates knowledge base V2 functionality featuring formatted question-and-answer articles for enhanced information retrieval, while users access community support resources and provide feedback through privacy policy-compliant mechanisms for continuous platform improvement.

When you choose to use a list picker in an Ask for Slot action and select a slot, Architect populates a section and lists the items configured in the selected slot. You can add more sections and further customize each section with a unique list of items. The customization options include:

Order of display of sections
Order of items in each section
Item image, title, and subtitle
Toggle between single-selection and multi-selection modes

Note: For more information about supported channel capabilities, bot support for media types, and knowledge support for touchpoints, see .

Example: List pickers in Apple Messages for BusinessClick to expand

Example: List pickers in WhatsAppClick to expand

Bot and channel support

Currently supported bots:

Genesys Digital Bot Flows

Currently supported channels:

Genesys Web Messenger
Apple Messages for Business
WhatsApp
Open Messaging
Note: Before you can use this feature in Open Messaging, you must first create a configuration profile and select the appropriate list picker message type. Then, assign it to your open messaging integration. For more information, see Create and assign a configuration profile.

Considerations for list picker implementation

User device capability

Before you add the Ask for Slot action (with list picker presentation), identify whether the user’s device can handle list pickers. To confirm the device capability, you can use the expression,(FindString(Flow.deviceCapabilities,"LIST") > 0, for example, in a Decision or Switch action before the Ask for Slot action.

Limitations

When you design and implement a list picker in your bot replies, consider these limitations:

Apple Messages for Business

When including images, ensure that the total payload size of the list picker stays under 5 MB, and each individual image does not exceed 200 KB in size. Also, ensure that your images have unique names when using multiple images.

WhatsApp does not support images in list pickers.
WhatsApp shows the section subtitles only when there are multiple sections configured in the Ask for Slot action. The user’s device does not show the subtitle if there is only one section.
In WhatsApp messages, the list picker supports up to 10 sections, with a total of up to 10 rows across all sections. Although the system allows bot authors to configure more than 10 items, it sends only the first 10 items. The list picker can also include an optional header and footer.
The bot participant can select an option from a list picker message multiple times, even after the first instance. The bot captures and receives each selection as a separate response.

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