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:

Examples of Actions Buttons 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:

Enrich Generated Responses

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Our Recommendations

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

Purchase Tickets

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.

Learn More

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

Contact Us

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.