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Message Types and Message Format Types

Message types and message format types are referred by the List Conversation Entries and Server-Sent Events Structure sections.

Message Type (messageType)Description
StaticContentMessageMessage containing static content. No specific response is expected. See StaticContentMessage for a sample payload.
ChoicesMessageMessage with some choices from which the recipient can choose. A response of type ChoicesResponse is expected but not required. This API will not cause CRM changes e.g. create and update Records, but could potentially result in conversation routing in bots. See ChoicesMessage for a sample payload.
ChoicesResponseMessageMessage with the selected choices as a response to a Choices message. See ChoicesResponseMessage for a sample payload.
FormMessageMessage with a form containing multiple single or multi-select choices that a recipient can choose from. A response of type FormResponse is expected but not required. See FormMessage for a sample payload.
FormResponseMessageMessage with the form selection as a response to a Form message. The message will result in a record being created or updated in the CRM database. See FormResponseMessage for a sample payload.

Each message type supports certain format types, and each format type determines the shape of the payload.

For example, messageType StaticContentMessage supports formatType Text, RichLink, Attachments, ExternalAttachments, and WebView, If, say, messageType is StaticContentMessage and formatType is Text, the payload will include the details of the message in plain text:

The following table lists all message types and their possible format types.

Message Type
(messageType)
Format Type
(formatType)
Description
StaticContentMessageTextSend and receivePlain text. See StaticContentMessage for a sample payload.
StaticContentMessageRichLinkReceiveA rich link containing an inline image or video. See StaticContentMessage for a sample payload.
StaticContentMessageAttachmentsReceiveAttachments stored in the CRM. Sent with MT messages. Can have optional text. See StaticContentMessage for a sample payload.
StaticContentMessageExternalAttachmentsSendExternal attachments not stored in the CRM. Sent with MO messages. Can have optional text. See StaticContentMessage for a sample payload.
StaticContentMessageWebViewReceiveWeb page sent. See StaticContentMessage for a sample payload.
ChoicesMessageButtonsReceiveA text with buttons with a title. The buttons may be postbacks. See ChoicesMessage for a sample payload.
ChoicesMessageQuickRepliesReceiveAn optional text with buttons that has titles and/or images. All buttons are postbacks. See ChoicesMessage for a sample payload.
ChoicesMessageCarouselReceiveA set of items that can include images, text, and buttons. The buttons may be postbacks. See ChoicesMessage for a sample payload.
ChoicesResponseMessageSelectionsSendSelections of options from choices or forms. Always set for choice and form response. See ChoicesResponseMessage for a sample payload.
FormMessageInputsReceiveSends a form from the agent side. See FormMessage for a sample payload.
FormResponseMessageResultSendThe end user’s responses to the form sent from the agent. See FormResponseMessage for a sample payload.