Digital Chat Channel JSON Schemas

Use the following schemas when sending messages with Digital Experience live chat Agents and contacts interact on a real-time basis or chat messaging Asynchronous chat in which contacts send a chat message anytime and wait for a reply channels. All IDs used for elements in these schemas must be unique. The exception to this is if you're referring to an element you previously defined to make sure an event happens to that specific element, such as with a postback.

The following schemas are available on the help site: 

• Carousel
• Image
• Markdown
• Multiple messages in a single response
• Prompts
  
• Quick replies
• Text
• URL

The schemas are included below. You can also download a ZIP file that contains JSON text files with each schema.

Carousel

{
"prompts": [{
"mediaSpecificObject": {
"dfoMessage": {
"messageContent": {
"type": "PLUGIN",
"payload": {
	"elements": [
	{
	"id": "Ek4tPy1h4",
	"type": "MENU",
	"elements": [
	{
	"id": "Uk4tPy1h2",
	"type": "FILE",
	"url": "https://picsum.photos/300/150",
	"filename": "photo.jpg",
	"mimeType": "image/jpeg"
	},
	{
	"id": "Ck4tPy1h3",
	"type": "TITLE",
	"text": "Hello!"
	},
	{
	"id": "Ek4tPy1h1",
	"type": "TEXT",
	"text": "Lorem Impsum..."
	},
	{
	"id": "Nkm0hRAiE",
	"type": "BUTTON",
	"text": "Click me!",
	"postback": "click-on-button-1"
	},
	{
	"id": "EyCyTRCi4",
	"type": "BUTTON",
	"text": "Aww don`t click on me",
	"postback": "click-on-button-2"
	}
	]
	},
	{
	"id": "Ek4tPy1h52",
	"type": "MENU",
	"elements": [
		{
		"id": "Uk4tPy1h22",
		"type": "FILE",
		"url": "https://picsum.photos/300/150",
		"filename": "photo.jpg",
		"mimeType": "image/jpeg"
		},
		{
		"id": "Ck4tPy1h32",
		"type": "TITLE",
		"text": "Hello!"
		},
		{
		"id": "Ek4tPy1h12",
		"type": "TEXT",
		"text": "Lorem Impsum..."
		},
		{
		"id": "Nkm0hRAiE2",
		"type": "BUTTON",
		"text": "Click me!",
		"postback": "click-on-button-1"
		},
		{
		"id": "NkGJ6CAiN2",
		"type": "BUTTON",
		"text": "Aww don`t click on me",
		"postback": "click-on-button-2"
		 }
		]
	   }
	  ]
	 }
	}
   }
  }
 }
]
}
		

Image

{
"prompts": [{
  "mediaSpecificObject": {
    "dfoMessage": {
    "messageContent": {
      "type": "PLUGIN",
      "payload": {
	    "elements": [{
		  "id": "bf2521f4-5e85-413f-b6ed-815d1c3905f0",
		  "type": "FILE",
		  "filename": "photo.jpg",
		  "url": "https://picsum.photos/300/150",
		  "mimeType": "image/jpeg"
		}
	   ]
	  }
	 }
	}
   }
  }
 ]
}

Markdown

{
"prompts": [{
  "mediaSpecificObject": {
    "dfoMessage": {
	  "messageContent": {
		"type": "PLUGIN",
		"payload": {
		  "elements": [
			{
			"id": "Ukm0hRAiA",
			"type": "TEXT",
			"mimeType": "text/markdown",
			"text": "**bold text**, *italicized text*, [URL](https://www.NICE.com), ~~Strikethrough~~
				1. Ordered List 1
				2. Ordered List 2
				3. Ordered List 3
				- Bullet list 1
				- Bullet list 2"
			}
		   ]
		  }
		 }
	    }
	  }
	}
  ]
}

Multiple Messages in a Single Response

{
"prompts": [
 {
	"transcript": "This is message one.",
	"base64EncodedG711ulawWithWavHeader": "",
	"audioFilePath": null,
	"textToSpeech": null,
	"mediaSpecificObject": null
 },
 {
	"transcript": "This is message two.",
	"base64EncodedG711ulawWithWavHeader": "",
	"audioFilePath": null,
	"textToSpeech": null,
	"mediaSpecificObject": null
 },
 {
	"transcript": "This is message three.",
	"base64EncodedG711ulawWithWavHeader": "",
	"audioFilePath": null,
	"textToSpeech": null,
	"mediaSpecificObject": null
 }
 ]
}

Prompt

{
"prompts":[{
 "transcript":"Welcome! Choose Sales or Support and an agent will be with you shortly."
  },
  {
   "mediaSpecificObject":{
    "dfoMessage":{
     "messageContent":{
      "type":"PLUGIN",
      "payload":{
      "postback":"",
      "elements":[{
        "id":"Ek4tPy1h4",
        "type":"TEXT_AND_BUTTONS",
        "elements":[{
          "id":"TID1",
          "type":"TEXT",
          "text":"Please select an option"
         },
        {
        "id":"BID1",
        "type":"BUTTON",
        "text":"Sales",
        "postback":"payment-button-1"
        },
        {
        "id":"BID2",
        "type":"BUTTON",
        "text":"Support",
        "postback":"payment-button-2"
        }
       ]
      }
     ]
    }
    }
   }
  }
  }
 ]
}

Quick Reply

{
"prompts": [{
 "mediaSpecificObject": {
  "dfoMessage": {
   "messageContent": {
   "type": "QUICK_REPLIES",
   "fallbackText": "Text sent if rich message is not available on external platform",
   "payload": {
    "text": {
      "content": "Prompt text"
    },
	"actions": [
	{
	 "type": "REPLY_BUTTON",
	 "text": "Button1Text",
	 "postback": "/Button1"
	},
	{
	  "type": "REPLY_BUTTON",
	  "text": "Button2Text",
	  "postback": "/Button1"
	}
	]
	}
	}
   }
  }
  }
 ]
}

Text

{
"prompts": [{
 "mediaSpecificObject": {
   "dfoMessage": {
    "messageContent": {
      "type": "TEXT",
      "payload": {
      "text": "Test Outbound Message"
      }
     }
    }
   }
  }
 ]
}

URL

{
"prompts": [{
 "mediaSpecificObject": {
  "dfoMessage": {
   "messageContent": {
    "type": "PLUGIN",
     "payload": {
      "elements": [
      {
      "id": "richLink_7329c009-4a36-493c-8435-80874a15175e",
      "type": "MENU",
      "elements": [
      //{
      //    "id": "bf2521f4-5e85-413f-b6ed-815d1c3905f0",
      //    "type": "FILE",
      //    "filename": "photo.jpg",
      //    "url": "https://picsum.photos/300/150",
      //    "mimeType": "image/jpeg"
      //},
     {
      "id": "7329c009-4a36-493c-8435-80874a1517524",
      "type": "BUTTON",
      "text": "RichLink Title",
      "url": "https://www.nice.com/"
      }
     ]
    }
    ]
   }
   }
   }
  }
 }
]
}