We are deploying a new Inbound Message Flow for Web Messaging. The flow executes a Data Action that queries our legacy Genesys DX (Bold360) knowledge base based on the customer’s initial message. The flow successfully retrieves the article content and attempts to return it via a ‘Send Response’ action. However, if the retrieved article exceeds 2,000 characters, the message fails to transmit to the customer’s widget, and the flow silently terminates. Is there a strict character limit constraint on automated responses within Architect Message Flows?
G’day! Yes, you have hit the absolute platform limit for outbound digital messages! Genesys Cloud enforces a strict maximum payload size for standard Web Messaging interactions to prevent malicious bots from flooding the interface! If your Data Action returns a massive 5,000-character HTML article from your old knowledge base, the ‘Send Response’ action will just crash! What you need to do is update your Data Action to only extract the ‘Summary’ or ‘Excerpt’ field from your knowledge base, and then append a direct URL link to the full article! It keeps the chat interface super clean and avoids the character limit entirely!
The previous solution regarding character truncation and URL redirection is correct. However, you must also consider the accessibility implications of returning raw, unformatted text blocks from external systems. If the knowledge base excerpt contains legacy HTML tags or markdown, the native Web Messaging widget will render those tags literally, impairing screen reader functionality.
Ensure your Data Action payload utilizes the Replace() expression within Architect to strip any incompatible HTML formatting prior to passing the string to the ‘Send Response’ action.