Could someone explain why my structured message payload is being ignored? I am using the Open Messaging API to send cards with quick replies to a guest session. The text renders, but the buttons are missing. I verified the OAuth token has the required scopes. Here is the configuration I am testing with:
Make sure you are validating the action type against the specific capabilities of the Web Messaging channel, as the quick_reply action type is often reserved for SMS or specific mobile client integrations and may not render as interactive buttons in the standard web widget. The Genesys Cloud Web Messaging client expects button actions within a card payload to trigger client-side JavaScript events. I have encountered this exact issue when porting SMS flows to web channels via Terraform-driven configuration. You should modify your payload to use type: button and ensure the value field contains a valid command string that your Architect flow or bot can parse. Here is the corrected JSON structure for the card payload:
In our CI pipelines, we validate these payloads using a Python script that checks against the OpenAPI schema before deployment. If you continue to face issues, verify that your bot or flow is explicitly handling the incoming message event with the value payload. The web client does not automatically map button clicks to quick reply events unless the underlying flow is configured to listen for that specific text command. Additionally, ensure your OAuth token includes analytics:read if you are debugging via the Event API, although this is not required for sending messages. This distinction between channel-specific action types is a common gotcha when migrating multi-channel strategies.
This happens because the strict schema validation applied by the Web Messaging channel, which does not support the quick_reply action type for interactive button rendering. As noted in the thread, quick_reply is typically reserved for SMS or specific mobile client integrations where the UI handles selection differently. For the standard Genesys Cloud Web Messaging widget, you must use the button action type to render clickable elements that trigger client-side events.
When constructing your card payload via the Open Messaging API or an Architect Data Action, ensure the actions array contains objects with type: button. The value field should map to a payload that your widget’s JavaScript handler can process. Below is the corrected JSON structure for a card with two interactive buttons. Note that the label is what the user sees, and value is the data sent back upon click.
In Architect, if you are building this dynamically, use a Data Action to construct the JSON body. Ensure the actions array is properly serialized. If you are using the PureCloudPlatformClientV2 SDK, the SendConversationMessageRequest object expects the content to be a valid CardContent object. Verify that your OAuth token includes webmessaging:send scope, but the primary issue here is the action type mismatch. Switching to button resolves the rendering issue immediately.
This looks like a schema mismatch where the Web Messaging channel ignores quick_reply actions in favor of button types for client-side rendering. Use type: button to ensure the widget parses the payload correctly.
Warning: Verify your consumer contracts against the actual channel capabilities to prevent silent failures in Pact verification.
This looks like a schema mismatch where the Web Messaging channel ignores quick_reply actions in favor of button types for client-side rendering. Use type: button to ensure the widget parses the payload correctly. See Web Messaging Actions API for supported types.