Button message type

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

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

  • 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.
  • Type @ to add the placeholder chip for a variable or constant.
  • Drag the handles on the left to re-order the passage content.
  • Click the delete icon next to the button bubble to delete the button message.
  • Click the button and click Remove to delete one button from the button message.

Button messages must have at least one button. The Remove option is only displayed if your button message has more than one button.

All message types have a default maximum length. If you use a placeholder chip and the value of the placeholder makes the total length of the message longer than the limit, the message is truncated to the limit. The default length for button titles is 20 characters, and 640 characters for button template text. The following channels use different limits:

  • Google Business Messages: 25 characters for button titles, 2000 characters for button template text
  • Smooch v2: 128 characters for button titles, 4096 characters for button template text
  • Zendesk: 100 characters for button titles, 1000 characters for button template text
  • Khoros:
    • Google Business Manager subchannel: 3072 characters for button template text
    • Subchannels other than Google Business Manager, Facebook and Brand Messenger: 128 characters for button titles, 4096 characters for button template text.

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.
    A preview of the passage is displayed. Disabled passages are shown in red. You can also open the passage in a new tab.
  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 Enable Facebook 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 your mobile app

Buttons can deeplink into your mobile app if the chatbot user is chatting via the Facebook Messenger channel on their mobile device. If the user does not have your app installed on their device, you can use the deeplink to direct them to the app's page on the appropriate app store to download it.

You'll need to configure your apps to receive the deeplinks. For more information on configuring deeplinks to your mobile apps, see the Facebook Developer Documentation on app links.

To configure a button to open your mobile app:

  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. Click Enable Facebook Messenger App Links.
  6. In the iOS URL field, paste the URL that corresponds to your iOS app deeplink.
  7. In the Android Package field, paste the URL where your android package is stored.
  8. In the Android URL, paste the URL that corresponds to your android app deeplink.
  9. 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.

Send an email

The send an email option is supported in the following channels:

  • Smooch v2
  • Zendesk Chat
  • Khoros (Smooch 1 and Brand Messenger v2)

To configure a button to open the user's default email application to send an email:

  1. Click the button and click Config.
  2. Select the Send Email Button Type.
  3. Type the email address you want to send the email to in the To field.
    If you want to send the email to multiple recipients, separate each address with a comma.
  4. If you want to add carbon-copy (Cc) or blind-carbon-copy (Bcc) recipients, click the Cc Bcc button.
    These email addresses will be visible to users when they send the email.
  5. If you'd like to pre-fill a subject line for the email, type it in the Subject field.
    Users can edit this before they send the email.
  6. If you'd like to pre-fill suggested content for the email, type it in the Message field.
    Users can edit this before they send the email.
  7. Click Save.
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