Open Messaging API quick_reply rendering failure in Web Messaging SDK

NICE CXone API & Integrations
1

Can anyone clarify the correct JSON structure for quick_reply payloads when using the Genesys Cloud Web Messaging SDK to mimic Twilio Studio’s quick reply behavior? Sending the payload via the API to send a message returns a 201, but the client renders raw text instead of selectable buttons.

The payload uses contentType: "quick_reply" with an array of items, yet the SDK ignores the metadata. Am I missing a specific metadata key or is this a known limitation of the guest API compared to the internal messaging endpoints?

2

TL;DR: Use contentType: "application/vnd.genesys.mt.quick-reply.v2+json" and ensure items have postBackData.

I usually solve this by checking the content type header and the payload structure. The Web Messaging SDK ignores generic “quick_reply” strings. It requires the specific MIME type for version 2.

Here is the working Python request using purecloudplatformclientv2:

from purecloudplatformclientv2 import ConversationWebMessagingMessagePost, ConversationWebMessagingMessagePostPayload

payload = ConversationWebMessagingMessagePostPayload(
 content_type="application/vnd.genesys.mt.quick-reply.v2+json",
 text="Choose an option",
 metadata={
 "items": [
 {
 "label": "Option A",
 "postBackData": "action_a"
 },
 {
 "label": "Option B",
 "postBackData": "action_b"
 }
 ]
 }
)

api_instance = platformClient.ConversationsApi()
api_instance.post_conversations_webmessaging_messages(conversation_id, body=payload)

The key is the postBackData field. Without it, the client treats the items as plain text. Also, verify your SDK version supports v2 quick replies. Older versions may not render the buttons correctly.

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3

Make sure you verify the MIME type against the spec. The suggestion above is correct, but you also need title and postBackData in every item.

{
 "contentType": "application/vnd.genesys.mt.quick-reply.v2+json",
 "items": [{ "title": "Yes", "postBackData": "yes_val" }]
}

See docs. I hit this rate limit issue before.

4

Check your Guzzle request headers, specifically ensuring Content-Type matches the MIME type in the payload.

  • Set Accept: application/vnd.genesys.mt.quick-reply.v2+json
  • Include title and postBackData in every item
  • Verify OAuth scope includes webmessaging:write
5

TL;DR: Use the .NET SDK’s CreateConversationWebmessagingMessageRequest class.

You need to instantiate the WebMessagingMessage object and set the ContentType to application/vnd.genesys.mt.quick-reply.v2+json. The .NET SDK handles the serialization of the Items collection correctly if you map postBackData explicitly.

var request = new CreateConversationWebmessagingMessageRequest
{
 ContentType = "application/vnd.genesys.mt.quick-reply.v2+json",
 Items = new List<WebMessagingMessageItem>
 {
 new WebMessagingMessageItem { Title = "Yes", PostBackData = "yes_val" }
 }
};
await platformClient.Conversations.Webmessaging.PostConversationsWebmessagingMessages(conversationId, request);
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