Adaptive Response Format: Rich Choice Response
A rich choice response is a question with a list of records specific to the end-user. Currently, rich choice response is available for Agentforce Service Agent only.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations, or Agentforce 1 or Einstein 1 Editions |
Adaptive Response Format Details
| Mapped messaging component | Question with dynamic options |
| Supported channels | For supported channels, see channels associated with the Messaging connection. Rich choice responses appear as rich content in Omni Supervisor. |
Considerations
- You can’t customize the mapped messaging component in Messaging Component Builder.
- Rich choice response supports these messaging component formats:
- Buttons for Enhanced Chat, enhanced WhatsApp, enhanced Facebook Messenger, and enhanced LINE channels
- Card Carousel for Enhanced Chat, enhanced Facebook Messenger, and enhanced LINE channels
- List Selector for enhanced WhatsApp and enhanced Apple Messages for Business channels
- Text for all supported channels
- The number of options that a rich choice response can include depends on the messaging component format it's mapped to and the channel that it's sent on. For example, rich choice response supports up to 10 options for the Card Carousel format on enhanced Facebook Messenger channels. For more information, see Messaging Component Formats.
- Rich choice response supports Case, Product, Asset, Order, and custom records.
- Rich choice response supports PNG, JPEG, and JPG image formats.
- To prevent disruptions in performance, include the MIME type with each image or include an image URL with a .jpg, .jpeg, or .png file extension. If you don’t include the MIME type or a URL with a supported file extension, the image MIME type defaults to image/jpeg.
- To use rich choice response with a custom client deployment that uses the Enhanced Chat REST API, the client must support the Text, Card Carousel, Buttons, and List Selector messaging component formats.
To use the rich choice responses that include images in agent responses, create a custom agent action that returns the required information. For a sample reference action, see the example Apex class.
- Name
- Name of the list option.
- MIME Type
- Optional. MIME Type of the image. For example, image/jpeg.
- Image URL
- Publicly accessible URL of the image. As a best practice, include the image file extension. For example, www.example.com/image.jpg.
- Description Text
- Optional. Text sent immediately before the rich choice. For example, 'We have a variety of items that are made with most incredible materials. Learn more about this item and how it was created.'
This Apex class retrieves a list of item options based on a category name. It returns a list of objects, each containing an item name, image URL, MIME type, and description text.
Example
public with sharing class ItemOptionService {
// Defines structure of an item name-image pair
public class ItemDetail {
public String itemName;
public String itemImageUrl;
public String itemMimeType;
public String itemDescriptionText;
public ItemDetail(String itemName, String itemImageUrl, String itemMimeType, String itemDescriptionText) {
this.itemName = itemName;
this.itemImageUrl = itemImageUrl;
this.itemMimeType = itemMimeType;
this.itemDescriptionText = itemDescriptionText;
}
}
// Represents an object that holds a list of item name-image pairs
public class ItemOptionWrapper {
@InvocableVariable(label='Item Options' required=true)
public List<ItemDetail> itemDetails;
public ItemOptionWrapper() {
this.itemDetails = new List<ItemDetail>();
}
}
// Reprents input for getItemOptionsByCategory
public class ItemOptionInput {
@InvocableVariable(label='Category Name' required=true)
public String categoryName;
}
@InvocableMethod(label='Get Item Options by Category' description='Returns a list of item options based on the category name')
public static List<ItemOptionWrapper> getItemOptionsByCategory(List<ItemOptionInput> categoryNames) {
System.debug('categoryNames: ' + categoryNames);
// Get the category name from the input list
String category = categoryNames[0].categoryName.toLowerCase();
System.debug('Processing category: ' + category);
ItemOptionWrapper selectedItemWrapper = new ItemOptionWrapper();
if(category.contains('category1')) {
selectedItemWrapper.itemDetails.add(new ItemDetail('Item1', 'https://example.com/images/item1.jpg', 'image/jpeg', 'We have items that are great and made with most incredible materials. Learn more about item 1 and how it was created.'));
selectedItemWrapper.itemDetails.add(new ItemDetail('Item2', 'https://example.com/images/item2.jpg', 'image/jpeg', 'We have items that are great and made with most incredible materials. Learn more about item 2 and how it was created.'));
} else if(category.contains('category2')) {
selectedItemWrapper.itemDetails.add(new ItemDetail('Item3', 'https://example.com/images/item3.jpg', 'image/jpeg', 'We have items that are great and made with most incredible materials. Learn more about item 3 and how it was created.));
} else {
selectedItemWrapper.itemDetails.add(new ItemDetail('Default Item', 'https://example.com/images/default.jpg', 'image/jpeg', 'We have items that are great and made with most incredible materials. Learn more about this item and how it was created.'));
}
System.debug('Returning : ' + selectedItemWrapper);
return new List<ItemOptionWrapper>{ selectedItemWrapper };
}
}
- Example: Send a Rich Choice Response to a Customer With an Apex Class
In this example, you send multiple links with images associated with food options using an Apex class and rich choice response. - Example: Send a Rich Choice Response to a Customer With a Flow
In this example, you send product options using an autolaunched flow and rich choice response. You also help the agent decide whether to present text-based product options as buttons or a list.
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