Bot Message content types

Your chatbot can send several different types of content to the user as part of a passage. Each content type has different options. Some allow you to configure which passage the conversation should go to next, or perform other actions.

Text

Text is a simple text bubble with emojis. There is no additional configuration.

  • Click the Text button to add a text bubble.
  • Click the text in the bubble to edit it.
  • Drag the handles on the left to re-order the passage content.
  • Click the delete icon to delete the text bubble.

Image

An image can be either from a URL, or from the chatbot's media library.

  • Click Image to add an image to the passage.
  • Drag the handles on the left to re-order the passage content.
  • Click the delete icon to delete the image.

What image size should I use?

Images may appear slightly differently on different chat platforms. For best results, use either:

  • A square image with a 1:1 ratio, 780px x 780px.
  • A landscape image with a 1:1.91 ratio, 780px x 410px.

Images can be PNG, JPG, or animated GIFs. To ensure your image loads quickly for your users, keep the file size under 500kb. For static images like PNGs and JPGs, a file size of 100-150kb is recommended.

What if my image is a different size?

You can still use an image that isn't square. Wide images display better than tall images.

Keep your ratio under 1:2. That is, the width of the image should be less than double the height, or the sides of the image will be cropped. The same applies for tall images: if the height of the image is more than double the width, the top and bottom of the image will be cropped.

Editing the image

To edit the image, click the image in the Bot Message and click Config. You can:

  • Paste a publically-available URL in the Image URL field.
  • Drag and drop the image you want to send into the Media Library.
  • Select an image that has already been uploaded to the Media Library.

When you have finished editing the image, click Save.

Button

A Button sends a short text message with one or more buttons the user can press. Buttons can:

  • Start another passage.
  • Open an external website.
  • Open a webview within the chat platform.
  • Call a phone number.

Buttons can perform actions

Buttons can also perform actions when a user presses them, such as storing data, scheduling event notifications and running scripts. Buttons display icons to indicate any actions they perform. See Adding actions to a button below.

  • Click Button to add a button to the passage.
  • Click the text in the text bubble or the button to edit the text directly.
    A button can have a maximum of 20 characters.
  • Drag the handles on the left to re-order the passage content.
  • Click the delete icon next to the button bubble to delete it.

Configuring a button to start a passage

To configure the button to start another passage:

  1. Click the button and click Config.
  2. Select the Start Passage Button Type.
  3. Select the Conversation that contains the passage you want to go to.
  4. Select the Passage to go to, or create a new passage in that conversation.
  5. Click Save.

If you select Create New Passage, the new passage is created with the title of the button label when you save the passage you are editing.

Configuring a button to open a web page

Buttons can open external websites, such as a store page, an external single-page app, or your organisation's webpage. The webpage is opened within the chat channel the user is using.

To configure a button to open a web page:

  1. Click the button and click Config.
  2. Select the Open Website Button Type.
  3. Type the Website URL of the website to open.
  4. Select the Webview Height the chat platform should use to display the web page.
  5. If this web page is a custom webview that uses Facebook Messenger Extensions, turn Support Messenger Extensions on.
  6. If you don't want to track clicks to this web page for analytics, turn off Track Link Clicks.
  7. Click Save.

Configuring a button to open a webview

Buttons can open webviews you have created in the inGenious AI platform. These webviews can streamline actions that might be tedious or difficult to manage via text alone, such as choosing an appointment time. The webview is opened within the chat platform the user is using.

You must have created the webview in the inGenious AI platform to configure a button to open it. For more information on creating webviews, see Create a webview.

To configure a button to open a webview:

  1. Click the button and click Config.
  2. Select the Open Webview Button Type.
  3. Select the Conversation and the Passage to start after the user has finished viewing the webview.
  4. Select the Webview Height the chat platform should use to display the webview.
  5. Click Save.

Configuring a button to call a phone number

To configure the button to call a phone number:

  1. Click the button and click Config.
  2. Select the Call Phone Number Button Type.
  3. Type the Phone number you want to call, including area codes.
    Do not include spaces in the phone number.
  4. Click Save.

Adding actions to a button

The chatbot can perform one or more actions once the user presses a button, such as storing data, subscribing to stories, scheduling an event notification, running a script, or sending a custom analytics event.

To add an action:

  1. Click the button you want to add an action to.
  2. Click Actions.
  3. Add and configure the action.
  4. Click Save.

For more information on actions, see Actions.

Removing a button

To remove one button from the button message, click the button you want to remove and click Remove.

I can't remove the button

Button messages must have at least one button. The Remove option is only displayed if your button message has more than one button. If you want to delete the whole button message, click the delete icon next to the message bubble.

A carousel creates a horizontal series of cards, with each card consisting of an image, a title, a subtitle and optionally one or more buttons.

Carousel buttons can perform actions

Carousel buttons can perform actions when a user presses them, such as storing data, scheduling event notifications and running scripts. See Buttons.

  • Click Carousel to add a carousel to the passage.
  • Drag the handles on the left to re-order the passage content.
  • Click the expand icon next to the carousel to switch between compact and large cards.
  • Click the delete icon next to the carousel bubble to delete it.

What image size should I use?

For best results:

  • For large image carousels, a square image with a 1:1 ratio, 780px x 780px is recommended.
  • For card-style carousels, a landscape image with a 1:1.91 ratio, 780px x 410px is recommended.

Images can be PNG or JPG files. To ensure your image loads quickly for your users, keep the file size under 500kb. A file size of 100-150kb is recommended.

Add a card to the carousel

To add a card to the carousel, click the plus icon on the right.

Edit a carousel card

To edit a carousel card:

  • Click the placeholder image to edit the image. See Image.
  • Click the Title or Subtitle to edit the text directly.
  • Click + Button to add a button to the card. See Buttons.

Reorder carousel cards

To reorder the cards within the carousel, click and drag the handles on the top of the cards .

Remove a carousel card.

To remove a card from the carousel, click the image of the card and click Remove.

Media

A Media message is an image or video that is hosted on Facebook, combined with an optional button.

Only on Facebook Messenger

Not all chat platforms support all kinds of media. Currently Media messages are only supported on Facebook Messenger.

  • Click Media to add a media message to the passage.
  • Drag the handles on the left to re-order the passage content.
  • Click + Button to add a button to the message.
  • Click the delete icon next to the media bubble to delete it.

Media buttons can perform actions

Media buttons can perform actions when a user presses them, such as storing data, scheduling event notifications and running scripts. See Buttons.

What media size should I use?

For best results, use:

  • A 16:9 (landscape) or 9:16 (portrait) format ratio.
  • 720p or 1080p resolution. 
  • H.264 codec with mp4 file extension.

To ensure your video loads quickly for your users, make sure the file is a sensible size for the video's length. For Facebook Messenger chatbot channels, you can upload your video to the Creative Studio in your organisation's Facebook page for faster video loading.

What if my image isn't square?

You can still use an image that isn't square. Wide images display better than tall images.

Keep your ratio under 1:2. That is, the width of the image should be less than double the height, or the sides of the image will be cropped. The same applies for tall images: if the height of the image is more than double the width, the top and bottom of the image will be cropped.

Configure a media message

To configure a media message:

  1. Click the image placeholder in the media message and click Config.
  2. Select the Media Type of Image (including animated GIFs) or Video.
  3. Add the Facebook URL of the image or video.
  4. Click Save.

FB OTN Request

A Facebook One-Time Notification Request allows the user to opt-in to receive one message about a topic outside the usual 24-hour messaging window.

Facebook Messenger has strict rules about how a one-time notification request is displayed to a user. You can edit the bolded text at the top of the bubble (limited to 65 characters), but the text on the notification body and the button must remain the same. 

To add a one-time notification request:

  1. Click FB OTN Request.
  2. Edit the Get Notified text to describe what your notification will be about.
  3. Click the Notify Me button, and click Config.
  4. Type the Notification Topic of the notification.
    This must match the Topic you specify when creating the Story that will send the notification, including spelling, capitalisation and punctuation. See Facebook One-Time Notifications.
  5. Select the conversation and passage the chatbot should go to once the user has opted-in to receive the notification.
  6. Click Save.

You can also add actions to the Notify Me button. 

Only Facebook Messenger supports Facebook One-Time Notifications. 

Script

Add a script to add dynamic or more interactive capabilities to your chatbot, such as sending emails, using data from other APIs, creating messages with dynamic content or displaying data in specific formats.

Scripts must be added to your chatbot in the Scripts screen before they can be used in a passage. See Scripts.

  • Click Script to add a script to the passage.
  • Drag the handles on the left to re-order the passage content.
  • Click the delete icon to remove the script from the passage.

Configuring a script

To select the script to run:

  1. Click the script you have added in the Bot Message and click Config.
  2. Select the Script to Run.
  3. If you want the conversation flow to automatically continue when the script finishes, turn on Auto send next message.
  4. Click Save.

To send or not to send?

The Auto send next message toggle controls whether the chatbot automatically sends the next message in the passage when the script has finished. If your script does not send a message or direct the chatbot to a passage and you have Auto send next message set to off, the chatbot will not continue the conversation flow when the script ends.

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