Custom buttons: let the agent offer a link

A custom button is a link the agent can show under its reply when the conversation calls for it, such as "Book a demo" pointing at your calendar page. The agent decides when to show it. The text and the link are always the ones you set.

Create a button

1. On the Actions tab, click Add button.
2. Fill in the fields:
   • Name: for you and the agent, not shown to visitors, for example Book_demo. Up to 60 characters, and different from the names of the agent's other actions.
   • When to show it: the moments the button helps, so the agent knows when to offer it. For example: "When the visitor wants to book a demo, see the product live, or talk to sales."
   • Button text: what the button says, up to 40 characters.
   • Link: the full address the button opens, starting with https:// or http://.
3. Check the Preview, then click Create button.

The link can't contain {{placeholders}}, a username or a password, and can be up to 2,000 characters long. In the list on the Actions tab, a button shows a Button badge and the address it opens. Click Edit to change it. Enable this button in the editor stops the agent from showing it, without deleting it.

What visitors see

When a visitor's message matches When to show it, the agent shows the button under its reply and mentions it in a short sentence. It doesn't write the link into the text.

• The button uses your Launcher bubble color from the Appearance tab, with white or dark text, whichever is easier to read.
• Its corners follow the Corners setting on the Appearance tab.
• A click opens the link in a new tab.

Buttons appear in the chat bubble, the inline iframe, the direct link and the Playground. They are saved with the reply, so they also show in transcripts on the Conversations tab.

What intoCHAT doesn't do

intoCHAT never calls the link. It sends no request and no data to that page; the visitor's click simply opens it. That is why the editor has no test request. Click Open the link under the preview to check where it goes, then ask the agent about it in the Playground.

The link is the same for every visitor and can't include values from the conversation. To send data to your systems, use a server-side API action or a client-side action. The agent can't see what happens after the click, and it is instructed not to promise a result such as a confirmed booking.

Limits

• Buttons count toward the limit of 25 actions per agent, together with API actions, client-side actions and the actions from Connect your store.
• The agent shows at most 3 buttons under one reply, and each button only once.