Channel elements
Channel-elements are elements that are specific to a channel. These elements are present in the Chatbot sends and Chatbot receives sections in the chatbot editor.
Each channel has a different set of elements. Some elements are available only in one channel. Example: Apple Pay (Apple Messages for Business) and Single Product Message (WhatsApp). Some elements, such as Carousel, are available in multiple channels. However, the features and specifications of the element may be different in each channel.
For more information about the specifications of an element, refer to the Message Types sections in the channel documentation.
The following table shows the file formats for some of the chatbot elements, based on the channel.
| Elements | Channels | ||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Apple Messages for Business |
Google's Business Messages |
Instagram Messaging |
Line | Live Chat |
Messenger | RCS | SMS | Telegram | Viber Bots |
Viber Business Messages |
|||
| Audio | X | X | X | X | X | ✓ | ✓ | X | ✓ | X | X | ✓ | |
| Button | X | X | X | X | ✓ | ✓ | X | X | X | X | ✓ | X | |
| Carousel | X | ✓ | ✓ | ✓ | ✓ | ✓ | X | X | X | ✓ | X | X | |
| Document | X | X | X | X | X | X | X | X | ✓ | ✓ | X | X | |
| File | ✓ | X | X | X | ✓ | ✓ | X | X | X | X | X | ✓ | |
| Image | ✓ | X | ✓ | ✓ | ✓ | ✓ | ✓ | X | ✓ | ✓ | ✓ | ✓ | |
| List | X | X | X | X | X | X | X | X | X | X | X | ✓ | |
| Location | X | X | X | ✓ | X | ✓ | X | X | X | ✓ | ✓ | ✓ | |
| Quick Reply | ✓ | X | X | X | X | X | X | X | X | X | X | X | |
| Reply button | X | X | X | X | X | X | X | X | X | X | X | ✓ | |
| Rich Card | X | ✓ | ✓ | ✓ | X | ✓ | X | X | X | X | X | X | |
| Rich Link | ✓ | X | X | X | X | X | X | X | X | X | X | X | |
| Sticker | X | X | ✓ | X | X | X | X | X | X | ✓ | X | ✓ | |
| Text | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | |
| URL | X | X | X | X | X | X | X | X | X | ✓ | X | X | |
| Video | X | X | X | X | ✓ | ✓ | ✓ | X | ✓ | ✓ | X | ✓ | |
To use a channel in Answers, you must enable it first. View the instructions in the documentation for that channel.
For any channel, you can use only senders that are registered with Infobip.
To view elements that are common to all channels, refer to the Core elements section.
To view the elements for a specific channel, select the channel in the following filter.
Telegram
Telegram is a cloud-based messaging application that can be used on mobile devices and desktops. Telegram is one of the most secure channels and features encryption, high speed, and open APIs.
Telegram offers a variety of message types such as audio and videos. Refer to the messaging limitations for each message type.
To use Telegram in Answers, you must enable this channel in your Infobip account.
Audio
Send audio files when you need your chatbot to send pre-recorded messages or voice notes. Send audio either by directly uploading into the Answers editor or by providing a direct open URL. The link option also supports attributes if you need to customize the URL.
Add an optional quick reply option(s) to let customers respond directly to the message with the requested information.
Supported audio files differ depending on which channel your chatbot is using. Make sure to check out the relevant Message types sections for each channel type.
Document
Send files to end users.
In the chatbot editor, drag and drop the Document element from Chatbot sends.
Either upload the file or add the link to the file. To add the link to a file, in the Link tab, enter the public URL that contains the file.
Files must follow the specifications shown in the table below:
| Attribute | Specification |
|---|---|
| File size | 10 MB (maximum) |
| File format |
(Optional) Caption: Add a caption for the file. Maximum of 1,024 characters, including spaces, special characters, emojis, new line, and attributes.
For more information about documents, refer to the Infobip Telegram documentation.
Image
Send images to end users by either uploading the image in the Answers editor or by providing a direct open URL to the image. The link option also supports attributes if you need to customize the URL. Add an optional caption to your image.
Supported image formats depend on the channel that your chatbot uses. Refer to the Message types section for the relevant channel.
Message randomization
Answers enables you to vary the messages you send to your end users and enables you to enter up to 5 different messages for one text field. There are a few ways you can set up the randomization logic:
- Text
- Attributes
- Repeats and fallbacks
This means that every time your end user is in the situation to receive a message that has this option configured, the system will randomly select one of the available messages to send to the end user, thus making the user experience varied.
To add message randomization, use the +Add variation option in channel elements to add additional messages. You can add a maximum of 5 messages to be sent at random.
Text
Send text-only messages and use personalization options in conjunction with attributes, objects, links, and emojis. If you are using links, use the link preview option to auto-display previews in messages. Note however not all channels support this. This option is enabled by default.
Character limits differ depending on which channel your chatbot is using. Make sure to check out the relevant Message types sections for each channel type.
Video
Send pre-recorded videos either by directly uploading into the Answers editor or by providing a direct open URL. The link option also supports attributes if you need to customize the URL. Add an optional caption to your video.
Supported video formats differ depending on which channel your chatbot is using. Make sure to check out the relevant Message types sections for each channel type.