List Picker is a simple Messages for Business UI component that makes it easy to display a list of items and have the user make a selection from the list. It is set up in Conversational Cloud using structured content-- which supports a variety of messaging interactions to enable enhanced and clearer communication-- and can be sent either by a human or automated agent. Structured content plays a vital role in Rich Messaging and allows brands to encourage customer action directly within the conversation. The List Picker serves different purposes and can be configured to be static or dynamic, depending on the use case. The use of List Pickers is highly recommended in Apple Messages for Business configuration to provide customers a quick way to tap to make choices, rather than typing. It also helps create the level of richness that meets Apple’s standards.
A Static List Picker is a simple configuration that offers the same choice to all customers entering a conversation. They are most useful for simple routings, such as query type and CSAT rating. For static pickers, bots or agents have a simple set of predefined lists that can be sent out at the start of or during the conversation. Static pickers require low configuration effort by either the business or LivePerson resources.
The most basic and ubiquitous use of a List Picker is in collecting customer intent and routing the conversation to the appropriate skills. The Routing List Picker makes it easy for customers to express their intent and for the agent to quickly recognize the customer’s needs. In doing this, we encourage brands to analyze the top reasons why customers contact their business. These contact drivers should then inform the key intents to be included in the Routing List Picker. Below is an example of this simple List Picker interaction.
Dynamic pickers add value and can help to reduce handle times by allowing agents to easily find and present relevant choices to the consumer. Their configuration, however, requires a heavier lift with integration to the brand’s backend system. Dynamic List Pickers pull a list of items from a brand’s back-end data source or API. It can be served to the customer in two ways: (1) automatically, based on the context of the conversation, or (2) manually, with an agent physically searching for items to add to the picker in an agent widget.
Use a List Picker whenever you have a set of items from which the user is expected to make a selection. Example applications could include:
- Selecting a help query at the beginning of the conversation (via Static Routing List Picker)
- Product/service selection from a list of inventory items. This is best configured as a Dynamic List Picker with integration to your backend systems.
- Selection of name or store locations for an in-store product purchase.
Sending a List Picker interactive message through Conversational Cloud’s Agent Workspace is supported through the Conversational Cloud Structured Content framework. This means that the business or their account team will configure a structured content JSON schema (in list structure) via the Conversational Cloud agent widgets (for live agent use cases) or via the Messaging Agent SDK (for bot use cases). The LivePerson Messaging Gateway handles the transferring of the structured content JSON to the Messages for Business List Picker payload, which is received by consumers.
When configuring a List Picker, the following capabilities are supported:
- Item information - ability to add item name, description, image
- Item sections - ability to divide your list of items into sections based on the list categories.
- Multi-selection - ability to allow customers to select multiple items under multiple sections. Brands can decide to turn multi-selection on for all of the sections.
- receivedMessage and replyMessage bubble style structures - ability to define the templates for the bubbles that are received by the consumer on the Messages for Business thread, and replied to.
- Use of metadata properties - ability to define the received and reply bubble structures and enable multi-selection capabilities.
The List Picker template consists of elements that the business can define. Below is high-level anatomy of the List Picker. To learn more on how to configure the List Picker structure, check out our Developer's guide on the List Picker template.
List Picker Icon Images Spec
- Icon Images must be compatible with light and dark modes.
- Dimensions: 60px x 60px @3x
receivedMessage is a Messages for Business message object which defines how the message bubble will be displayed when the message is received on the customer’s device.
replyMessage is a Messages for Business message object which defines how the message bubble will be displayed once the message is submitted by the customer.
Note: The same fields can be defined for both received and reply.
|1||title||The title of the bubble||No|
|2||subtitle||Subtitle to be displayed under the title||No|
|3||imageURL||Image to be placed in the interactive message reply message bubble layout||No|
A rich link is a URL sent to the customer in a chat bubble that includes an image or a video. It is a great way to provide customers with a great visual experience on the Messaging app that is akin to Apple’s standard. When the customer taps on the image or video, it then opens the link to the website. Sending rich links is a minimum requirement by Apple. URLs sent without using rich links are “untrusted,” and display a grey “Tap to Load Preview” bubble for the customer as a warning. Businesses are expected to have both chatbots and human agents send rich links to customers to avoid inline hyperlinks and/or ‘tap to load’ preview links which offer a poorer experience.
URL sent as ‘Tap to Load’ preview:
URL sent as a Rich Link:
Note: At a minimum, rich links are required in Apple Messages for Business project implementations.
Auto-generate Rich Links
The suggested approach for sending rich links is to have them automatically generated for each agent or bot message that contains a URL. The Conversational Cloud backend detects URLs, fetches the metadata from the corresponding website and sends a Rich Link to the consumer. For this feature to work, the website must meet the following prerequisites:
- The website is publicly available
- The website implements standard OG tags for title, description and image (specification)
- Image URLs must be absolute URLs and images are either PNGs or JPGs
Note that this feature requires backend enablement by LivePerson.
Rich Link Generator Widget for Agents
The alternative to generating rich links automatically is to add LivePerson’s proprietary Rich Link Generator widget within the agent console. When an agent wants to direct customers to a specific web page link during an Apple Messages for Business-based conversation, they can use the widget to send it as a rich link. The Rich Link Generator scrapes the website URL for an OG tag and uses this image in the chat bubble. Using the widget will ensure that the rich link includes a preview image, bubble title, and Link URL.
Here are the three components of a rich link:
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