LogoLogo
Click Here For More Support
  • 📍Get Started
    • Welcome
    • Who We Are
    • Our Product
  • 🤖AI Agent Engine
    • AI Agent Engine Basics
      • Get to Know Your AI Agent Engine
      • Glossary
      • Dashboard Overview
    • Manage Your Content
      • Response Types
        • Prewritten Plus Responses
          • Add New Prewritten Responses
          • Edit Prewritten Responses
          • Enrich Prewritten Responses
          • Response Refiner
        • Generated Responses
          • Web-Scraped Data
            • Troubleshooting
          • Documented Data
          • Enrich Generated Responses
        • Fallback Responses
      • Enrichments
        • Buttons
        • Quick Replies
        • Videos
        • Images & GIFs
          • Best Practices
      • Input Director
        • Copy & Paste Input Training
      • Best Practices
        • Locate Responses/Data
        • Revise Responses
        • Unpublish Responses
        • Content Formatting
        • Suppress Thumbs Up/Down
        • Content Groups
      • Upgrade to Context LLM
    • Install Your Chat
      • Web Installation
        • Advanced Pop-Up Options
      • InApp Webview Installation
        • App Provider Product Overview
        • iOS Advanced Install Guide
        • Android Advanced Install Guide
        • Passing Customer Identifiers
    • Enhance the Chat Experience
      • Pages
        • Add/View Chat Pages
        • Maintain State
        • Avatars
        • Chat Header Image
        • Input Container
        • Chat Background
      • Popups
        • Editor Field Definitions
        • Add/Edit Popups
        • Auto-Open
        • Prompt Bubble
        • Popup Button Image
        • Best Practices
      • Page Themes
        • Field Definitions
        • Adjust Page Themes
      • Activation & Drivers
        • Embed Webpages
        • Link Other Chats
        • Welcome Messages
      • Placement
        • Digital Placement
          • Chat Tile
          • Chat in Chat
        • In-Person Placement
      • Sponsor Inclusion
    • Features & Integrations
      • Channels
        • Facebook Messenger
          • Maintenance & Best Practices
        • Inbound SMS
      • Integrations
        • Ticket Commerce
          • Installation/Maintenance
          • Best Practices
        • Simpleview Integration
          • Listings
          • Events
          • Search Logic Summary
        • Zapier
          • Installation Guide
            • Connect to Salesforce
            • Connect to Google Sheets
        • FEVO
          • Installation Guide
          • Best Practices
        • Carbonhouse Integration
      • Features
        • Multi-Language Functionality
        • Mobile Ticketing Guide
        • Food & Beverage Finder
          • Installation/Maintenance
          • Best Practices
        • Weather Feature
        • Consent Form Feature
        • Satisfaction Score
        • 'Notify Subscription' Feature
    • User Management
      • User Types
      • Adjust User Type & Access
      • Add/Remove a User
      • Update Your Password
      • Unlock Your Account
      • Multi-Factor Authentication
    • Reporting & Analytics
      • Analytics Dashboard
        • Overview
        • AI Chat Performance Dashboard
        • Intent Explorer Dashboard
        • Intent Trends Dashboard
        • Intent Deep-Dive Dashboard
        • Bridge Agent Performance Dashboard
        • Mobile Ticketing Guide Dashboard
      • Data Reports
        • Conversation Transcripts
        • AI Resolutions Log
        • URL Link-Outs
        • Bridge Escalations
        • CSAT Entries
        • Ticket Commerce Records
        • End User Contacts
        • NLP Traffic Log
        • Input and Response Log
        • List URL Subscriptions
        • Get Response Feedback
        • Knowtifi Subscriptions
      • API Report Options
      • External IDs
      • UTM Tracking
      • Security Alerts
  • 📬Marketing Engine
    • Marketing Engine Basics
      • Get to Know Your Marketing Engine
      • Glossary
      • Login to Your Account
    • Marketing Calendar
      • How to Use the Marketing Calendar
    • Segments
      • Segments Overview
      • Uploading Contacts Manually
      • Uploading Contacts in Bulk
      • Importing a File into Unsubscribe List
      • Manage Contact Lists
      • Create Custom Object & Custom Fields for Contact Data Management
      • Contact Engagement Rules
      • Folders
      • Audience
        • Audience Dashboard
        • Audience Filters/Segments
        • Create a Meta Audience
        • Create a Audience Using Marketing Engine
      • Best Practices
        • Use Send Time Optimization
    • Templates & Landing Pages
      • Email Templates
        • Create & Preview an Email Template with Dynamic Content
      • SMS/MMS Template
      • WhatsApp Template
        • WhatsApp Carousel Template
        • WhatsApp LTO Template
        • WhatsApp Product Message Templates
      • Webpush Template
      • Mobilepush Template
      • Landing Page Template with a Form
      • Social Conversation Templates
    • Campaigns
      • Messaging Campaigns
        • Select Your SMS/MMS Sender Number
        • How to Create an SMS/MMS Campaign
        • Enable Double Opt-In
        • Messaging Campaign Report
        • Best Practices
        • SMS Regulations
          • SMS Regulations for India
          • SMS Regulations for Canada
          • SMS/MMS Regulations for USA
      • Social Campaigns
      • Email Campaigns
        • Create an Email Campaign
        • Update an Email Campaign
        • Email Campaign Report
        • Smart AI Tools
        • Best Practices
          • Reduce SPAM rate in emails
          • Craft Compelling Email Pre-Header Text
    • Journeys
      • Overview
      • Journey Blocks
      • Journey Templates
      • Create a Journey
      • Variant Testing
      • Conversion Tracking
      • Campaign or Journey Metadata
      • Advanced Filters for Sorting Campaigns/ Journeys
      • WhatsApp Journey
        • How to Use WhatsApp for Commerce
        • How to Send a WhatsApp One-Way Notification
        • Send a WhatsApp Audio Message
        • Automated WhatsApp Welcome Journey
        • WhatsApp Journey Report
      • Best Practices
        • Email Journey Strategy for Ticket Buyers
        • Journey Examples
    • Settings & Integrations
      • Integrations
        • Ticketing Integrations
          • Ticketmaster Integration
            • Best Practices
          • SeatGeek Integration
          • Glitnir Ticketing Integration
        • E-Commerce Integrations
          • Shopify
        • Website Tracking
          • Track Your Website
          • JavaScript Tracking Client
          • Track WordPress Websites
          • Track Shopify Stores
          • Enable User ID Tracking
        • Zapier Integration
      • User Management
        • Account Types
        • Add/Remove a User
        • Adjust Role & Access
        • Update Your Password
        • Two-Factor Authentication
      • Settings
        • Add Email Sender Addresses to Launch Campaigns
        • Connect Your Email Domain with the Marketing Engine
        • Connect Your Social Accounts
        • Connect your Shopify Store
        • Integrate Webpush Notifications
        • Setup Segment-based Engagement Rules
    • Factcubes
      • Fan Maturity Model
  • 💬Live Agent Engine
    • Get to Know Your Live Agent Engine
    • System Configuration
      • Installation Guide
      • Escalation Schedule
      • Multiple Team Involvement
      • Leave a Message & Contact Collection
      • Conversation Labels
      • Additional Channels & Placement
        • Bridge Placement
        • Bridge Email
          • Installation Guide
        • Facebook Messenger
    • Agent Overview
      • Logging In
      • Dashboard Overview
      • Profile Setup
      • Notification Preferences
      • Set Your Availability
      • Conversation Status
      • Assign a Conversation
      • Reply in a Conversation
      • Canned Responses
        • Add/Use a Canned Response
        • Modify/Delete a Canned Response
        • Best Practices
      • Participate in a Conversation
      • Private Notes & Mentions
      • Mute/Block a User
      • Prioritize Conversations
      • Resolve a Conversation
      • Export Transcripts
      • Macros/Automation
      • Keyboard Shortcuts
      • Ending Your Shift
      • Troubleshooting
    • Admin Overview
      • Adjust Team Assignments
      • Update Agent Status
      • Additional System Controls
    • Data & Reporting (Bridge)
    • Bridge Mobile App
  • SYSTEM UPDATES & SUPPORT
    • Help Center
    • Release Notes
      • Archived Product Updates
Powered by GitBook
On this page
  • Overview
  • Add/Edit a Button
  • Prewritten Responses
  • Generated Response
  • Our Recommendations

Was this helpful?

Last updated 8 months ago

Was this helpful?

Overview

A button is an interactive response element that allows users to trigger specific actions related to their requested topic. A button's actions may include: Opening a relevant URL link, firing a corresponding response name, loading an i-framed form within the chat, or generating a related topic response.

Example of a Button within a Response

Add/Edit a Button

Before adding a button, it's important to understand the type of actions your button can take:

Action Types
Definition

Response Name

Directly links to a specific response name.

Input Text

In addition to directing users to a specific prewritten response, you can include input text to generate responses.

URL (Default)

Default method to linking users to a URL.

URL (Same Tab)

Only to be applied when overriding default settings and having the link open in the same window.

URL (New Tab)

Only to be applied when overriding default settings and having the link open in a new window.

URL (iFrame)

Used when you’d like to iFrame a website within your chat. This allows users to view this webpage, complete a form, etc. without leaving the chat. It is important to test this feature, as not all websites format correctly.

If using Input Text, be sure to NOT INCLUDE the "?" at the end of your sentence!! If you include a "?", your button will not work!

Prewritten Responses

To add a button to a prewritten response, follow the steps below:

  1. Locate the response you wish to update and select the pencil icon in the top right corner.

  2. Locate the “Buttons” area within the response window. You can select “Add Button…” to add a new one.

  1. Next, add a button label. This will be visible to your end user. We recommend using a call to action as often as possible.

  2. Select what type of action you'd like the button to take. Review the action types in the previous section.

  3. Add your button's action:

    1. Response Name: Select the prewritten written response name that you’d like to populate when the button is selected. You can find the response names in the “Response Name” column of the Response Library. The button label should always relate to the subject of the response you’re linking.

    2. Input Text: Copy and paste in the quick reply label text, but be sure to exclude the "?".

    3. URL: Enter the URL. Note that the URL must begin with https:// or http://.

  1. To add another button, go back to Step 2 and follow the same steps.

  2. Publish the response once complete.

Generated Response

If you want to add or edit a button to a generated response, follow the steps below:


Our Recommendations

  • The button label should be a call to action. For example:

Within a ticket_buy response, a button linking to a ticket provider page helps users quickly navigate to where they can complete the transaction.

If you have the in-chat Ticket Commerce feature enabled, this button will prompt the start of the purchase within the chat.

A button pointing to a more detailed webpage from your response helps users find more information quickly.

A "Contact Us" button might direct users in a variety of different ways:

  • Connects the user with a specific Bridge Live Chat team.

  • Exposes an i-framed contact collection form.

  • Fires the contact_us response so users can find emails or phone numbers.

  • The button label should always be related to the subject of the response you are linking to.

    • Example: “View the Schedule” should provide a schedule response or link to the schedule webpage.

  • Buttons should be used as supporting information. The user should be able to receive a majority of details or information from the response copy.

  • The URL must begin with https:// or http://.

  • We recommend starting with no more than three buttons per response; however, you can use up to seven.

  • The Facebook Channel can support a maximum of 3 buttons.

Enrich Generated Responses
Examples of Actions Buttons Can Take
Page cover image