Trying to get structured quick replies working in Genesys Cloud Web Messaging. The UI renders the buttons fine, but when the user clicks one, the payload doesn’t seem to hit the Architect flow correctly.
I’m sending this JSON via the /api/v2/conversations/messages endpoint:
{
"to": {
"id": "conv-id-123"
},
"text": "Select an option",
"payload": {
"quickReply": [
{
"title": "Sales",
"value": "sales_dept"
}
]
}
}
The message appears in the transcript. I have a Data Action listening for messageReceived. In the flow, I’m trying to map message.payload.quickReply[0].value to a custom attribute. It always comes back null.
I’ve checked the raw webhook payload hitting my callback URL and the payload object is empty on the click event. Just the text field has the button title. Is there a specific flag needed in the initial message send to enable payload transmission? Or am I querying the wrong field in the Architect expression?
Using Python SDK for the send, but the issue seems to be on the Genesys side cessing the click.