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.
WhatsApp is a secure and reliable communication channel that helps businesses communicate with end users. The channel uses end-to-end encryption. Use WhatsApp on Answers to provide real-time automated and personal customer support.
WhatsApp offers a variety of message types, as well as WhatsApp-specific message types such as single and multi-product messages. Refer to the messaging limitations for each message type.
To use WhatsApp in Answers, you must enable this channel in your Infobip account.
Audio
Use the Audio element to send pre-recorded messages as audio files.
To send voice messages, use the Voice element instead.
In the Audio element, you can send the audio files in one of the following ways.
- Upload the file to the Answers editor.
- Enter the public URL that contains the audio file. You can include attributes if you want to customize the URL.
Supported file formats are .aac, .mp3, and .mp4. Maximum file size is 16 MB.
File
Send files and documents directly to end users either by uploading the file in the Answers editor or by providing a link to the file.
Supported file formats depend on the channel that your chatbot uses. Refer to the Message types section for the relevant channel.
For WhatsApp, you can either define the individual file types that the chatbot should handle or you can set to all.
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.
List
Use lists to provide end users with a set of options from which they can select one. Example: Locations of your offices.
Lists contain text, a list button, and list items. When the end user clicks the list button, the list items are displayed. Each list item includes a checkbox. When the end user chooses an item from the list and clicks Send, the chatbot receives the postback value of that list item.
To add a list to your chatbot, in the chatbot editor, drag and drop the List element from Chatbot sends. Configure the following fields:
Header text (optional): Text that is displayed at the top of the list message. Can contain a maximum of 60 characters including spaces, special characters, emojis, and attributes. There can be only one line of text.
Body text: The message that you send to end users. Can contain a maximum of 1,024 characters including spaces, special characters, new line, emojis, and attributes.
Footer (optional): Additional text that you can send to end users. Can contain a maximum of 60 characters including spaces, special characters, emojis, and attributes. There can be only one line of text.
List button text: The text that is displayed on the button. When the end user clicks this button, the list items are displayed. Can contain a maximum of 20 characters including spaces, special characters, emojis, and attributes. There can be only one line of text.
List: You can add a maximum of 10 list sections and 10 buttons across all the sections.
Each list section contains the following fields:
- Section title: Can contain a maximum of 24 characters including spaces, special characters, emojis, and attributes. There can be only one line of text.
- List items: You can add a maximum of 10 list items across all list sections. You can add list items either manually or from a list attribute.
To add a list item manually, click Add item. Complete the following fields:
- Item title: Name of the list item that is visible to the end user. Can contain a maximum of 24 characters including spaces, special characters, emojis, and attributes. There can be only one line of text.
- Item description (optional): Details about the list item. Can contain a maximum of 72 characters including spaces, special characters, emojis, and attributes. There can be only one line of text.
- Postback: Custom data that is sent back to you when the end user chooses a list item. Can contain a maximum of 200 characters including spaces, special characters, and attributes. Example: If the Item title is 'Send me more information', you can specify the postback value as 'send_information'
To add a list item from a list attribute, follow these steps:
- In the Attributes tab > Attributes tab, click Add attribute.
- In the Name field, enter a name. Example: list_items. In the Type field, choose List.
- In the Dialogs tab, go to the dialog that contains the List element that you created.
- From the Chatbot actions section, drag and drop the Code element. Add it before the List element in the editor.
- In the Code element, create a list of items and set it to the attribute that you created. Add the following information for each list item:
- Item title: Name of the list item that is visible to the end user. Can contain a maximum of 24 characters including spaces, special characters, emojis, and attributes. There can be only one line of text.
- Item description (optional): Details about the list item. Can contain a maximum of 72 characters including spaces, special characters, emojis, and attributes. There can be only one line of text.
- Postback: Custom data that is sent back to you when the end user chooses a list item. Can contain a maximum of 200 characters including spaces, special characters, and attributes. Example: If the Item title is 'Send me more information', you can specify the postback value as 'send_information'
The following example is for a list with two list items:
const items = [
{"title":"Answers", "description":"Chatbot-building platform", "postback":"answers"},
{"title":"Things", "description":"Internet of things", "postback":"things"}
];
attributeApi.set('list_items', items);
where
items is the name of the list
title, description, and postback are the field names that you need to use in the List element in later steps
list_items is the attribute that you created
- In the List element that you created > List items section, delete the default list item that is present.
- Click Add from list attribute.
- Complete the following fields:
- From attribute: Choose the list attribute that you created. Example: list_items.
- Iteration label: Enter a label. Example: it_label. This value is available as a placeholder in the Item title, Description, and Postback fields.
- Item title: Add the iteration label and the relevant field name that you created in the Code element. Example: {{it_label.title}}
- Item description (optional): Add the iteration label and the relevant field name that you created in the Code element. Example: {{it_label.description}}. If you have not specified this field in the Code element, leave this field blank
- Postback: Add the iteration label and the relevant field name that you created in the Code element. Example: {{it_label.postback}}
To edit or delete a list item, click the three dots against the item and choose an option. You can also edit the list item by clicking on it.
To reorder the list items, use the six dots against an item to drag and drop the list item.
After you configure the List element, add an element, such as Attribute, to obtain the response from the end user. The attribute must be of type JSON.
After you configure the chatbot, run the simulator to test the chatbot flow,
In the simulator, when you click the button, the list is displayed. You can choose only one item from the list.
For more information about List messages, refer to the WhatsApp documentation.
Location
Use the Location element to send end users a static location. You can send only locations that are live in Google Maps.
In the chatbot editor, drag the Location element from Chatbot sends.
You can send the location in one of the following ways.
- Specify the location in the Location element.
- Use an attribute to specify the location.
Specify the location in the element
In the Select how to get location field, select Enter latitude and longitude.
Latitude: Enter the latitude. The range is -90 to 90. Example: 45.814911.
Longitude: Enter the longitude. The range is -180 to 180. Example: 15.978515.
Location name: Enter a name for the location. You can specify a maximum of 1,000 characters, including special characters. Example: Infobip, Zagreb.
Location address: Enter the address. You can specify a maximum of 1,000 characters.
You can test the element in the simulator.
Use an attribute to specify the location
Create an attribute of type Receive location.
In the Location element, complete the following fields.
Select how to get location: Select Get location through attribute.
Select location attribute: Select the attribute that you created.
Location address: Enter the address.
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.
Multi product
Send an interactive message about products or services that are present in your catalog. You can include a maximum of 30 products in the message. Customers can ask questions about the product, add the product to the cart, and submit the cart without leaving the chat.
To send a Multi-product message, you must have a Meta catalog that is connected to your WhatsApp Business Account. For more information, refer to the WhatsApp documentation.
To add a Multi-product message to your chatbot, in the chatbot editor, drag and drop the Multi-product element from Chatbot receives.
Multi-product messages contain the following components:
- Received message: The message that you send to end users
- Product list: The product and its details
Received Message: Configure the message that you send to end users. This tab contains the following fields:
- Header text: The header for your message. Can contain a maximum of 60 characters including spaces, special characters, emojis, and attributes. There can be only one line of text.
- Body text: The message that you send to end users. Can contain a maximum of 1,024 characters including spaces, special characters, new line, emojis, and attributes.
- Footer text (optional): Additional text that you can send to end users. Can contain a maximum of 60 characters including spaces, special characters, emojis, and attributes. There can be only one line of text.
Product list: Configure the products that you send to end users. This tab contains the following fields:
- Catalog ID: The ID of the Meta catalog. This value is not displayed to the end user
- Product Section: You can create sections to categorize your products. Example: SaaS products, CPaaS products, and APIs. You can add a maximum of 10 sections. Each section contains the following fields:
- Section title: A title for the section. Can contain a maximum of 24 characters including spaces, special characters, and attributes. There can be only one line of text.
- Product items: Items from the Meta catalog. You can add a maximum of 30 products across all sections. You can either add the items manually or from a list attribute.
To add an item manually, click Product item. Complete the following fields:- Product name (optional): The name of the product. Can contain spaces, special characters, and attributes. There can be only one line of text.
If you do not specify a name in this field, the Product ID is displayed in the simulator. The Product name field is used only in the Answers simulator and is not used in a live session. In a live session, the product name from the Meta catalog is displayed. - Product ID: The ID of the product that is present in the Meta catalog
- Product name (optional): The name of the product. Can contain spaces, special characters, and attributes. There can be only one line of text.
To add items from a list attribute, follow these steps:
- In the Attributes tab > Attributes tab, click Add attribute.
- In the Name field, enter a name. Example: list_items. In the Type field, choose List.
- In the Dialogs tab, go to the dialog that contains the Multi-product element that you created.
- From the Chatbot actions section, drag and drop the Code element. Add it before the Multi-product element in the editor.
- In the Code element, create a list of items and set it to the attribute that you created. Add the following information for each list item:
- Product name (optional): The name of the product. Can contain spaces, special characters, and attributes. There can be only one line of text.
This field is used only in the Answers simulator and is not used in a live session. In a live session, the product name from the Meta catalog is displayed. If you do not specify a name in this field, the Product ID is displayed in the simulator. - Product ID: The ID of the product that is present in the Meta catalog
The following example is for a list with two list items:
const items = [
{"name":"Answers", "identifier":"answers"},
{"name":"Things", "identifier":"things"}
];
attributeApi.set('list_items', items);
where
items is the name of the list
name and identifier are the field names that you need to use in the Multi-product element in later steps
list_items is the attribute that you created
- Product name (optional): The name of the product. Can contain spaces, special characters, and attributes. There can be only one line of text.
- In the Multi-product element that you created > Product List tab, click Add from list attribute.
- Complete the following fields:
- From attribute: Choose the list attribute that you created. Example: list_items.
- Iteration label: Enter a label. Example: it_label. This value is available as a placeholder in the Product name and Product ID fields.
- Product name (optional): Add the iteration label and the relevant field name that you created in the Code element. Example: {{it_label.name}}. If you have not specified this field in the Code element, leave this field blank
- Product ID: Add the iteration label and the relevant field name that you created in the Code element. Example: {{it_label.identifier}}
- Click Add.
- Save user choice to: The attribute in which you want to save the end user's selection. You can either choose an existing attribute from the list or create a new one. To create a new attribute, click Create New Attribute. The response from the end user is in JSON format. Use the Code element from Chatbot actions to extract the attribute value
- Repeat count: Choose the number of times you want to repeat the message in case you do not receive a valid response from the end user. You can repeat the message a maximum of 3 times
- Fallback: The action to take if the end user enters an invalid response or performs an unknown action. The Fallback section contains the following fields:
- Fallback action: You can either transfer the chat to an agent (Connect to agent) or send the end user to another dialog (Go to dialog).
- Dialog: If the Fallback action is Go to dialog, choose the relevant dialog. Example: You can go back to the default dialog or to the closing dialog.
- Fallback message (optional): The message to send to the end user. Can contain a maximum of 4,096 characters including spaces, special characters, new line, emojis, and attributes. You can add a maximum of 5 variations of the message. The end user receives one of these messages. To add a variation, click Add variation.
To reorder the product items, use the six dots against an item to drag and drop the item.
After you configure the Multi-product element, add an element, such as Code, to process the response from the end user.
After you configure the chatbot, run the simulator to test the chatbot flow.
In the simulator, do the following:
- Click View items to view the product.
- Click Add to Cart for the required items.
- Click View Cart.
- Choose the quantity for each product and enter an order message. Click Order.
Note
When you use the Answers simulator to test the chatbot flow, the simulator does not connect to the Meta catalog but uses the values that you specify in the chatbot elements. Only the live session connects to the Meta catalog and obtains information from the catalog.
In a live session, the Multi-product message includes the number of items in the message and a View items button. When the end user clicks this button, they can view the names and IDs of the products. They can do the following:
- Message business: Send a message to your business
- Add to cart: Add an item to the cart
- View cart: View items in the cart
- View the estimated total price
- Remove items from the cart
- Order the items
- Send a message along with the order
For more information about Multi-product messages, refer to the WhatsApp documentation.
Reply button
Send a set of reply buttons to obtain information from the end user. Instead of typing a reply to your message, the end user can click one of these buttons to send you a predefined reply. The chatbot receives the postback value of that button. This enables you to capture a specific response from the end user.
Reply buttons contain text and buttons. They can also contain an image, a video, or a document.
To add a reply button to your chatbot, in the chatbot editor, drag and drop the Reply Button element from Chatbot sends. Configure the following fields:
Header type (optional): Choose the type of message. You can choose one of the following:
- None
- Text: Add the Header text. Can contain a maximum of 60 characters including spaces, special characters, emojis, and attributes. There can be only one line of text.
- Image: Either upload an image or add the link to the image. Supported file types are .jpg and .png. To add the link to an image, in the Link tab, enter the public URL that contains the image. The image is displayed before the Body text.
- Video: Either upload a video or add the link to the video. Supported file type is .mp4. To add the link to a video, in the Link tab, enter the public URL that contains the video. The video is displayed before the Body text.
- Document: Either upload a document or add the link to the document. Supported file types are .doc, .docx, .pdf, .ppt, .pptx, .xls, and .xlsx. To add the link to the document, in the Link tab, enter the public URL that contains the document. The URL of the document is displayed before the Body text.
Body text: The message that you send to end users. Can contain a maximum of 1,024 characters including spaces, special characters, new line, emojis, and attributes.
Footer (optional): Additional text. Can contain a maximum of 60 characters including spaces, special characters, emojis, and attributes. There can be only one line of text.
Buttons: You can add a maximum of 3 buttons. You can add buttons either manually or from a list attribute.
To add a button manually, click Add button. Complete the following fields:
- Button title: Text that is displayed on the button and is visible to the end user. Can contain a maximum of 20 characters including special characters, spaces, and attributes. There can be only one line of text.
- Postback: Custom data that is sent back to you when the end user clicks the button. Can contain a maximum of 256 characters including special characters, spaces, and attributes. Example: If the Button title is 'Send me more information', you can specify the postback value as 'send_information'
To add a button from a list attribute, follow these steps:
- In the Attributes tab > Attributes tab, click Add attribute.
- In the Name field, enter a name. Example: buttons. In the Type field, choose List.
- In the Dialogs tab, go to the dialog that contains the reply button element that you created.
- From the Chatbot actions section, drag and drop the Code element. Add it before the Reply button element in the editor.
- In the Code element, create a list of reply buttons and set it to the attribute that you created. Add the following information for each reply button:
- Button title: Text that is displayed on the button and is visible to the end user. Can contain a maximum of 20 characters including special characters, spaces, and attributes. There can be only one line of text.
- Postback: Custom data that is sent back to you when the end user clicks the button. Can contain a maximum of 256 characters including special characters, spaces, and attributes. Example: If the Button title is 'Send me more information', you can specify the postback value as 'send_information'
The following example is for a list with two reply buttons:
const buttondetails = [
{"title":"Moments", "postback":"moments"},
{"title":"Conversations", "postback":"conversations"},
{"title":"Answers", "postback":"answers"},
];
attributeApi.set('buttons', buttondetails);
where
buttondetails is the name of the list
title and postback are the field names that you need to use in the Reply button element in later steps
buttons is the attribute that you created
- In the Reply button element that you created, click Add buttons from list attribute.
- Complete the following fields:
- From attribute: Choose the list attribute that you created. Example: buttons.
- Iteration label: Enter a label. Example: it. This value is available as a placeholder in the Item title and Postback fields.
- Item title: Add the iteration label and the relevant field name that you created in the Code element. Example: {{it.title}}
- Postback (optional): Add the iteration label and the relevant field name that you created in the Code element. Example: {{it.postback}}
To edit or delete a button, click the three dots against the button and choose an option. You can also edit the button by clicking on it.
To reorder the buttons, use the six dots against a button to drag and drop the button.
After you configure the Reply Button element, add an element, such as User Input, to obtain the response from the end user.
After you configure the chatbot, run the simulator to test the chatbot flow,
For more information about reply buttons, refer to the WhatsApp documentation.
Single product
Send end users an interactive message about a product or service that is present in your catalog. You can include only one product in the message. End users can ask questions about the product, add the product to the cart, and submit the cart without leaving the chat.
To send a Single Product message, you must have a Meta catalog that is connected to your WhatsApp Business Account. For more information, refer to the WhatsApp documentation.
To add a Single Product message to your chatbot, in the chatbot editor, drag and drop the Single product element from Chatbot receives.
Single products contain the following components:
- Received message: The message that you send to end users
- Product: The product and its details
Received Message: Configure the message that you send to end users. This tab contains the following fields:
- Body text: The message that you send to end users. Can contain a maximum of 1,024 characters including spaces, special characters, new line, emojis, and attributes.
- Footer text (optional): Additional text that you can send to end users. Can contain a maximum of 60 characters including spaces, special characters, emojis, and attributes. There can be only one line of text.
Product: Configure the product that you send to end users. This tab contains the following fields:
- Product name (optional): The name of the product. Can contain spaces, special characters, and attributes. There can be only one line of text.
This field is used only in the Answers simulator and is not used in a live session. In a live session, the product name from the Meta catalog is displayed. If you do not specify a name in this field, the Product ID is displayed in the simulator. - Catalog ID: The ID of the Meta catalog. This value is not displayed to the end user
- Product ID: The ID of the product that is present in the Meta catalog
- Save user choice to: The attribute in which you want to save the end user's selection. You can either choose an existing attribute from the list or create a new one. To create a new attribute, click Create New Attribute. The response from the end user is in JSON format. Use the Code element from Chatbot actions to extract the attribute value
- Repeat count: Choose the number of times you want to repeat the message in case you do not receive a valid response from the end user. You can repeat the message a maximum of 3 times
- Fallback: The action to take if the end user enters an invalid response or performs an unknown action. The Fallback section contains the following fields:
- Fallback action: You can either transfer the chat to an agent (Connect to agent) or send the end user to another dialog (Go to dialog).
- Dialog: If the Fallback action is Go to dialog, choose the relevant dialog. Example: You can go back to the default dialog or to the closing dialog.
- Fallback message (optional): The message to send to the end user. Can contain a maximum of 4,096 characters including spaces, special characters, new line, emojis, and attributes. You can add a maximum of 5 variations of the message. The end user receives one of these messages. To add a variation, click Add variation.
After you configure the Single Product element, add an element, such as Code, to process the response from the end user.
After you configure the chatbot, run the simulator to test the chatbot flow. In the simulator, do the following:
- Click View items to view the product.
- Click Add to Cart.
- Click View Cart.
- Choose the quantity and enter an order message. Click Order.
You can now view the order summary.
Note
When you use the Answers simulator to test the chatbot flow, the simulator does not connect to the Meta catalog but uses the values that you specify in the chatbot elements. Only the live session connects to the Meta catalog and obtains information from the catalog.
In a live session, the Product message includes a View items button. When the end user clicks this button, they can view the name and ID of the product. They can do the following:
- Message business: Send a message to your business
- Add to cart: Add the item to the cart
- View cart: View the item in the cart
- View the estimated total price
- Remove the item from the cart
- Order the item
- Send a message along with the order
For more information about single product messages, refer to the WhatsApp documentation.
Sticker
Send stickers to end users.
To add a sticker message to your chatbot, in the chatbot editor, drag and drop the Sticker element from Chatbot sends.
Either upload the sticker or add the link to the sticker. Supported file type is .wepb. Maximum file size is 100 KB. To add the link to a sticker, in the Link tab, enter the public URL that contains the sticker.
For more information about sticker messages, refer to the WhatsApp documentation.
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.
User location
Use the User location element to get the location from an end user. This element sends a button to the end user. When the end user selects the button, they can specify the location to send to the chatbot.
You can then use the end user's location to provide location-based information and services. Example: Food delivery, weather updates, location of the nearest ATM, sending emergency assistance, sending onsite technicians, and booking a taxi.
Configure the element
To add the User location element to your chatbot, drag the element from Chatbot receives.
Note
You cannot configure the text that is displayed on the button. The default value is Share location.
Configure the following fields.
Message: Specify the message to send to the end user. Example: Share instructions about how the end user can send their location.
This message is sent along with the button.
You can add a maximum of 1,024 characters, including space, new line, special characters, attributes, and emojis.
Save user location to: Select the attribute in which to save the location shared by the end user. The attribute data type must be Receive location.
Repeat: Specify whether to resend the message in the Body text field in case you do not receive a valid response from the end user.
- Repeat count: Choose the number of times you want to repeat the message. You can repeat the message a maximum of 3 times.
- Repeat message (Optional): Specify the message to send to the end user. Example: Ask them to select the location button.
The message can contain a maximum of 4,096 characters including spaces, special characters, new line, emojis, and attributes.
To add variations of the message, select Add variation. You can create a maximum of 5 variations. The chatbot randomly selects one of these messages to send to the end user, thus making the end user experience varied. - Link preview: Set whether the end user can see a preview of any link that you share in the Repeat message field.
Fallback: Specify the action to take if the end user enters an invalid response or performs an unknown action. The Fallback section contains the following fields:
- Fallback action: You can either transfer the chat to an agent (Connect to agent) or send the end user to another dialog (Go to dialog).
- Dialog: If the Fallback action is Go to dialog, choose the relevant dialog. Example: Default dialog, the menu, or the closing dialog.
- Fallback message (optional): Send the end user a message to inform them that there is an issue. Example: Sorry, we are experiencing technical difficulties. Please try again later.
The message can contain a maximum of 4,096 characters including spaces, special characters, new line, emojis, and attributes.
To add variations of the message, select Add variation. You can create a maximum of 5 variations. The chatbot randomly selects one of these messages to send to the end user, thus making the end user experience varied. - Link preview: Set whether the end user can see a preview of any link that you share in the Fallback message field.
Test the element
In the simulator, do the following.
- Send a message to the chatbot to start the conversation.
- When the chatbot sends you the location button, select the button.
- Either type the address or select a location on the map.
The chatbot receives the selected location.
To check whether the location is stored correctly in the attribute, select Attribute, and then select View location.
Check whether the location that you selected is shown.
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.
Voice
Send voice messages to end users by using the Answers text-to-speech service. When you send the message in text format to the end user, the text-to-speech service converts it into a voice message when the end user receives it.
To send a prerecorded message as a file, use the Audio element instead. To create a voice chatbot, refer to the Voice-enabled chatbots documentation.
Prerequisites
To use the voice element in your chatbot, you must enable voice functionality.
Configure the Voice element
- Drag the Voice element from Chatbot sends.
- In the Message field, add the message that you want to send to the end user. You can include spaces, special characters, emojis, new line, and attributes. Refer to the Guidelines and best practices section.
- To add a variant of the message, select Add variation. For more information, refer to the Message randomization documentation.
Test in the simulator
The text message that you configure in the Voice element is delivered as a voice message in the simulator.
Guidelines and best practices
When you compose the text message that needs to be delivered as a voice message, follow these guidelines.
- Avoid using emojis in voice messages. Emojis are also read out when the end user listens to the message. Example: The chatbot reads smiley face.
- To add a pause between two sentences in the voice message, enter the messages on separate lines.
Voice functionality in other chatbot elements
You can use voice functionality not only in the Voice element, but also in the following chatbot elements.
- Attribute: The message in the Attribute element is converted to speech. Example: For the Attribute element shown in the following image, the chatbot reads Choose an option.
- CSAT survey: The contents of all the message fields in the CSAT survey element are converted to speech. Example: For the Feedback question message field shown in the following image, the chatbot reads Please share your feedback.
- User input: Instead of typing a response to the User Input element, end users can send a voice message as the response. Example: For the User Input element shown in the following image, the end user can send Answers as a voice message to the chatbot.
Prerequisites
You must enable voice functionality in the chatbot settings.
Enable voice functionality in the chatbot element
To enable the voice functionality in chatbot elements, select Send text as voice message when configuring the element.
Example: The following image shows how to enable the voice functionality in the Attribute element.
To create a voice chatbot, refer to the Voice-enabled chatbots documentation.
Guidelines and best practices
When you compose the text message that needs to be delivered as a voice message, follow these guidelines.
- Avoid using emojis in voice messages. Emojis are also read out when the end user listens to the message. Example: The chatbot reads smiley face.
- To add a pause between two sentences in the voice message, enter the messages on separate lines.
WhatsApp flows
WhatsApp flows is an interactive message type that enables you to add end-to-end custom workflows to your chatbot. These workflows enable the end users to perform tasks, such as filling out forms, without leaving the WhatsApp chat with your business.
Use WhatsApp flows to create simple forms, create multi-screen workflows, and exchange information with end users. The following are examples of use cases for WhatsApp flows.
- Offer products to end users.
- Manage orders and delivery.
- Collect information through forms. Example: Collect feedback, register for an event, or schedule an appointment.
- Create personalized offers.
- Create surveys.
How WhatsApp flows work
The flow consists of a set of screens that work together to perform one or more tasks. These screens contain interactive elements such as forms, drop-down menus, and date-pickers.
Create these flows in your WhatsApp manager and then add the flow to your chatbot by using the WhatsApp flows element.
The process is as follows.
- Create the WhatsApp flow in your WhatsApp manager.
- In your chatbot, add and configure the WhatsApp flow element. Specify the ID of the WhatsApp flow in this element so that the chatbot knows which flow to use.
- When the end user contacts your chatbot, direct them to the dialog that contains the WhatsApp flow element, when required.
- The entry point to the flow is a call-to action button that you configure. Send this button to the end user along with a message that guides the end user.
- When the end user selects the button, the first screen of the flow is displayed within the chat screen.
- The end user completes the actions required on this screen and moves to the next screen.
- The end user goes through all the screens until the flow is complete.
- The end user then continues the WhatsApp chat with your chatbot.
Example: In WhatsApp manager, create a flow to book an appointment. Add the flow to your chatbot. An end user contacts your business to book an appointment. Your chatbot design directs them to the flow. The end user follows the screens in the flow to book the appointment. The end user can then continue to chat with your business.
Create a WhatsApp flow in WhatsApp manager
To create and use WhatsApp flows, set up an account on the WhatsApp Business Platform. This gives you access to the WhatsApp Manager as part of your WhatsApp Business Account.
If you need help in creating WhatsApp flows in your chatbot journey, contact your Infobip account manager or contact our support team.
Add a WhatsApp flow to your chatbot
To add a WhatsApp flow to your chatbot, drag the WhatsApp flows element from Chatbot receives. Complete the following fields in the element.
Message
Configure the message and a call-to-action button to send to the end user. When the end user selects the button, the first screen of the WhatsApp flow is displayed to the end user.
This section contains the following fields:
Header (optional)
Header of the message.
You can add a maximum of 60 characters, including spaces, special characters, emojis, and attributes.
Body
Body of the message.
You can add a maximum of 1,024 characters, including spaces, special characters, new line, emojis, and attributes.
Footer (optional)
Footer of the message.
You can add a maximum of 60 characters, including spaces, special characters, emojis, and attributes.
Button text
The text on the call-to-action button.
You can add a maximum of 20 characters, including spaces, special characters, and attributes.
Flow information
Flow ID
Enter the unique identifier of the flow. This ID is created automatically when you create the flow in your WhatsApp Manager.
Flow status
Specify the status of the flow.
- Draft: Select this option when the flow is not ready to be shared with the end user. Example: You are still editing the flow in WhatsApp manager.
- Published: Select this option when the flow is ready to be shared with the end user.
The default value is Published.
You can activate the chatbot only when this field is set to Published.
For more information, refer to the Meta documentation.
Flow token
Enter an identifier so that you can identify a session or a flow. You can either create an identifier manually or use attributes. There is no specific format for the token.
This value is different from the Flow ID field.
Flow action
Select one of the following options.
- Navigate: Use this option to predefine the first screen of the flow.
- Data exchange: Use this option if the screen is dynamic and needs to fetch data from your endpoints.
The default value is Navigate.
For more information, refer to the Meta documentation.
ID of first screen
If the Flow action is Navigate, specify the identifier that you created for the first screen of the flow. You can get this information from your flow in WhatsApp manager.
Input data for the first flow screen
If the Flow action is Navigate, define the JSON format of the first screen. You can get this information from your flow in WhatsApp manager.
Save response to attribute
When the end user completes the flow, it sends a response in JSON format. Save this response in attributes. You can either save the entire response in a single attribute or save different parameters of the response in multiple attributes.
Do the following:
- Create one or more attributes to save the response.
- Select Add attribute.
- In the Attribute field, select an attribute from the list.
- In the Path field, enter the path to the attribute. The path is the location in the JSON file hierarchy where the value of that attribute is located. Depending on the level where the attribute is located, include all the previous levels separated by a dot “.” in the attribute path.
Repeat
Specify whether to resend the message in the Message > Body field in case you do not receive a valid response from the end user.
This section contains the following fields:
Repeat count
Choose the number of times you want to repeat the message. You can repeat the message a maximum of 3 times. The default value is 1.
Repeat message (optional)
Specify the message to send to the end user. The message can contain a maximum of 4,096 characters including spaces, special characters, new line, emojis, and attributes.
To add variations of the message, select Add variation. You can create a maximum of 5 variations. The chatbot randomly sends one of these messages to the end user.
Link preview (optional)
Set whether the end user can see a preview of any link that you share in the Repeat message field.
Fallback
Select the action the chatbot needs to take if the end user enters an invalid response or performs an unknown action.
This section contains the following fields:
Fallback action
You can either transfer the chat to an agent (Connect to agent) or send the end user to another dialog (Go to dialog).
Dialog
If the Fallback action is Go to dialog, choose the relevant dialog. Example: You can go back to the default dialog or to the closing dialog.
Fallback message (optional)
Specify the message to send to the end user. The message can contain a maximum of 4,096 characters including spaces, special characters, new line, emojis, and attributes.
To add variations of the message, select Add variation. You can create a maximum of 5 variations. The chatbot randomly sends one of these messages to the end user.
Link preview (optional)
Set whether the end user can see a preview of any link that you share in the Fallback message field.
Test the flow
Test the flow in the simulator and update the flow as required.
Select the button.
You cannot test the entire flow because you need to have a response from the WhatsApp flow. To simulate the response, enter a valid JSON response in the code editor in the simulator.
Responses are available in the Response section of Snippets in the flow in WhatsApp manager.
The attributes, which you configured to save the response, contain the information from the JSON response that you added.
Delete a WhatsApp flow
You can delete flows in your WhatsApp manager. You can delete only draft flows.
When you delete a draft flow, the WhatsApp flows element in the chatbot results in an error and the message is not sent to the end user.
To avoid this situation, in your chatbot > WhatsApp flows element, do one of the following:
- Use another suitable WhatsApp flow in the element.
- If you do not want to use any WhatsApp flows, delete the WhatsApp flow element, and redirect the end user to a different section of the chatbot.