Rich Messaging Fallback

Rich messaging is a term to describe buttons, quick replies, and other message types that are more than just plain text. Some channels, like DFO Chat, support rich messages. Other channels, like SMS, only support plain text. Fallback for your rich message types allows your bot to send rich messages no matter what channel it's using. Channels that do not support rich messages will display the fallback instead of the rich message itself.

This is different than regular fallback, which is based on your bot's confidence to understand the customer's intent.

Rich Message Support

Use the following table to determine which channels will send which types of rich content. Any rows with a red X and any channels not listed will use rich messaging fallback.

  Buttons Cards Multimedia* Quick Replies Rich Links List Picker
Mensajes de Apple para empresas Red X, indicating "not supported"

Red X, indicating "not supported"

Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported"
DFO Chat Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported"
Facebook Messenger Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported"
Google Business Messaging Red X, indicating "not supported" Red X, indicating "not supported" Red X, indicating "not supported" Red X, indicating "not supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported"
Twitter Red X, indicating "not supported" Red X, indicating "not supported" Green checkmark, indicating "supported"

images only

Red X, indicating "not supported" Red X, indicating "not supported" Red X, indicating "not supported"
WhatsApp Red X, indicating "not supported" Red X, indicating "not supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported" Green checkmark, indicating "supported"
Other Channels Red X, indicating "not supported" Red X, indicating "not supported" Red X, indicating "not supported" Red X, indicating "not supported" Red X, indicating "not supported" Red X, indicating "not supported"

*Multimedia file type and size restrictions apply:

  • Images: PNG, JPG, GIF, or BMP format; 5 MB or smaller
  • Videos: AVI, MPEG-4, or WEBM format; 200 MB or smaller
  • Audio: MP3 format; 15 MB or smaller
  • PDF, Microsoft Word, Excel, or Powerpoint: 15MB or smaller

Use Rich Messaging Fallback

Each rich message type has its own default fallback. You can let your bot use the defaults, or change them to what you want them to say.

  1. En CXone, haga clic en el selector de aplicaciones y seleccioneCreador de bots.

  2. Click the bot you want to work with.
  3. Click Preferences icon, which looks like a gear. in the left icon menu.
  4. On the Settings tab, click Rich Messaging Fallback.
  5. You can change the default message. Be sure to use variables in your message or it won't display correctly to your customers. Put all variables in curly brackets { }. When you type a curly bracket, the system displays a list of variables for that message type.