Set up a message sequence with the String Builder

AI-generated summary

Genesys Cloud provides a comprehensive String Builder tool within its Architect platform that enables users to create sophisticated, customized message sequences by combining multiple data types and components. The system integrates variables, expressions, system prompts, text elements, and string parsing capabilities into a flexible, card-based interface that allows users to freely arrange and reorder message components using intuitive click-and-hold functionality or keyboard shortcuts (Tab, Alt/Option with arrow keys). Users can incorporate dynamic content such as conversation IDs, sender addresses, flow versions, and custom variables while leveraging advanced expression capabilities for operations and information display. The String Builder supports string parsing for extracting specific characters from values—such as displaying only the last four digits of credit card numbers—making it useful for presenting partial sensitive information securely. Accessible through the Send Response action's Message Body option, the tool provides comprehensive customization features including custom prompt uploads, flexible sequence reordering, and an integrated expression builder. Common functions like Message.ConversationID, Flow.StartDateTimeUtc, Append(), ToDisplayString(), and Right(ToString()) enable sophisticated message combinations tailored to inbound communication scenarios. The platform balances advanced functionality with user-friendly design, offering access to expression editors, keyboard shortcuts, and prompt management tools that allow users to configure complex message flows while maintaining an intuitive interface suitable for both basic and advanced customization needs.

Use the String Builder, accessible for example from the Send Response action, to create a customized sequence of data type elements to build a string expression value. You can use any combination of data, expressions, prompts, and text elements.

How to use the builder

The following common operations are available in Architect builders that support multiple data types:

To build an expression value using a sequence of items of specific data types, click and configure the desired data types. Architect displays the added items as card elements within the sequence.
To rearrange the sequence of cards, click and hold the card that you want to move up or down in the list. Alternatively, use the Tab key to move through the list of cards and select the card that you want to move. To move the card to the desired position within the list, select Alt or Option and use the up and down arrow keys.
To delete a card, click the trash icon for the card that you want to delete. Alternatively, use the Tab key to move through the list of cards and select the card that you want to delete. Then, use the Delete key to delete the card.

Access the String Builder dialog box

Open the String Builder dialog box from a Send Response action’s Message Body. By default, the Message Body box is blank.

From a message flow’s task or state editor, drag a Send Response action into the appropriate location.
Under Message Body, click to open the message builder menu:
Select String Builder. The String Builder dialog box opens.

Set up the message body

Use message elements to set up a more complex ordered message sequence to send to the message recipient. You can include any combination of data, expressions, prompts, and text elements.

Add data to the message sequenceClick to expand

You can choose to direct Architect to analyze custom variables that you create. For example, find the message sender’s address or the time the message entered the flow. You can also include preset variables such as the conversation ID or the current flow version.

Click Data. Architect displays a Data field.
Click the Select variable list and choose the appropriate attribute.
Optionally add another data, expression, prompt, text, or string parsing element to the sequence.

Example:

Message.Message.senderAddress

Add an expression to the message sequenceClick to expand

You can add an expression to a message sequence to perform certain operations, such as displaying information back to a caller.

Click Expression.
In the Expression field, do one of the following:
- Type the expression.
- Click the keyboard button and open the large expression editor. Use the Expression help or other element tools to configure the full expression.
Optionally add another data, expression, prompt, text, or string parsing element to the sequence.

Examples:

Message.ConversationID
Flow.StartDateTimeUtc
Flow.Version
Append(“Hello “, “Message.Message.senderAddressInfo.name“)
ToDisplayString(Flow.AccountBalance)

Add a prompt to the message sequenceClick to expand

Select a prompt to display its associated text, or add one from the dialog box.

Click Prompt. Architect displays a Prompt field.
Do one of the following:
- Click Select a prompt and choose the appropriate prompt from the list.
- Switch to the expression builder and type the appropriate prompt.
Choose to display the Text or Text to Speech wording associated with the prompt.
Optionally add another data, expression, prompt, text, or string parsing element to the sequence.

Note: To upload a new prompt, click the + button. The Create Prompt dialog box opens. For more information on recording prompts, see .

Example:

In Sequence Builder, select calendar_day from the list.
In Expression Builder, type PromptSystem.calendar_day.

Add text to the message sequenceClick to expand

Add a string parsing element to the message sequenceClick to expand

You can retrieve the last four characters from specified string value; for example, a credit card number.

Click String Parsing.
Select Last four characters.
In the Last four characters of box, do one of the following:
Enter the appropriate expression.
Click the keyboard button to open the large expression builder and enter a more complex expression.
Click the expression button and select Literal to switch to the literal builder and enter the string value.

Example:

Select or type: Flow.AccountBalance.amount
Type: Right(ToString(Flow.AccountBalance), 4)

[NEXT] Was this article helpful?

Get user feedback about articles.

Set up a message sequence with the String Builder

AI-generated summary

How to use the builder

The following common operations are available in Architect builders that support multiple data types:

To build an expression value using a sequence of items of specific data types, click and configure the desired data types. Architect displays the added items as card elements within the sequence.
To rearrange the sequence of cards, click and hold the card that you want to move up or down in the list. Alternatively, use the Tab key to move through the list of cards and select the card that you want to move. To move the card to the desired position within the list, select Alt or Option and use the up and down arrow keys.
To delete a card, click the trash icon for the card that you want to delete. Alternatively, use the Tab key to move through the list of cards and select the card that you want to delete. Then, use the Delete key to delete the card.

Access the String Builder dialog box

Open the String Builder dialog box from a Send Response action’s Message Body. By default, the Message Body box is blank.

From a message flow’s task or state editor, drag a Send Response action into the appropriate location.
Under Message Body, click to open the message builder menu:
Select String Builder. The String Builder dialog box opens.

Set up the message body

Use message elements to set up a more complex ordered message sequence to send to the message recipient. You can include any combination of data, expressions, prompts, and text elements.

Add data to the message sequenceClick to expand

Click Data. Architect displays a Data field.
Click the Select variable list and choose the appropriate attribute.
Optionally add another data, expression, prompt, text, or string parsing element to the sequence.

Example:

Message.Message.senderAddress

Add an expression to the message sequenceClick to expand

You can add an expression to a message sequence to perform certain operations, such as displaying information back to a caller.

Click Expression.
In the Expression field, do one of the following:
- Type the expression.
- Click the keyboard button and open the large expression editor. Use the Expression help or other element tools to configure the full expression.
Optionally add another data, expression, prompt, text, or string parsing element to the sequence.

Examples:

Message.ConversationID
Flow.StartDateTimeUtc
Flow.Version
Append(“Hello “, “Message.Message.senderAddressInfo.name“)
ToDisplayString(Flow.AccountBalance)

Add a prompt to the message sequenceClick to expand

Select a prompt to display its associated text, or add one from the dialog box.

Click Prompt. Architect displays a Prompt field.
Do one of the following:
- Click Select a prompt and choose the appropriate prompt from the list.
- Switch to the expression builder and type the appropriate prompt.
Choose to display the Text or Text to Speech wording associated with the prompt.
Optionally add another data, expression, prompt, text, or string parsing element to the sequence.

Note: To upload a new prompt, click the + button. The Create Prompt dialog box opens. For more information on recording prompts, see .

Example:

In Sequence Builder, select calendar_day from the list.
In Expression Builder, type PromptSystem.calendar_day.

Add text to the message sequenceClick to expand

Add a string parsing element to the message sequenceClick to expand

You can retrieve the last four characters from specified string value; for example, a credit card number.

Click String Parsing.
Select Last four characters.
In the Last four characters of box, do one of the following:
Enter the appropriate expression.
Click the keyboard button to open the large expression builder and enter a more complex expression.
Click the expression button and select Literal to switch to the literal builder and enter the string value.

Example:

Select or type: Flow.AccountBalance.amount
Type: Right(ToString(Flow.AccountBalance), 4)

[NEXT] Was this article helpful?

Get user feedback about articles.

Set up a message sequence with the String Builder

How to use the builder

Access the String Builder dialog box

Set up the message body

[NEXT] Was this article helpful?

Loading...

Set up a message sequence with the String Builder

How to use the builder

Access the String Builder dialog box

Set up the message body

[NEXT] Was this article helpful?