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Bot Messages

Overview​

Bot Messages are a fundamental category of elements within the Flow Builder used for one-way communication from the chatbot to the user. Their primary purpose is to present information, provide responses, and display rich media to guide and engage users throughout a conversation. Unlike "Prompts," which are designed to collect user input, Bot Messages are purely for output.

These elements are essential for crafting a user-friendly and interactive experience. You can use them to send a simple greeting, display a product image, share a detailed brochure, or present a scrollable list of options.

The available Bot Message types are:

TypePurpose
TextStandard text-based communication
ImageDisplaying static images
FileSharing downloadable documents
AudioPlaying sound clips
TablePresenting data in a structured grid
VideoSharing video content
CarouselShowcasing a series of interactive, scrollable cards

By combining these elements, you can build rich, dynamic, and visually appealing bot responses that go far beyond simple text.

How to Use Bot Messages​

Bot Messages are added as elements inside a node on the Flow Builder canvas.

Adding a Bot Message​

  1. On the Flow Builder canvas, either click the + icon on an existing node or the Add More button inside a node to add to the current step.
  2. From the element menu, select the Bot Messages category.
  3. Choose the specific type of message you want to send (e.g., Text, Image, Carousel).

Configuration Details for Each Message Type​

Text​

  • Enter Message Text -- Type your message in the text box. You can use the formatting toolbar for bold, italics, and headers.
  • Variables -- Insert dynamic data (e.g., a user's name) by using curly braces {} to select a saved variable.
  • Recommendations -- Add quick reply buttons that appear below the text message to suggest the user's next step.

Image​

  • Upload -- Drag and drop an image or click Choose File(s) to upload from your computer.
  • URL -- Alternatively, paste a publicly accessible image URL.
  • Constraints -- Maximum file size is 10 MB. Supported formats: jpg, jpeg, png, gif.

File​

  • Upload/URL -- Upload a document or provide a public link.
  • Constraints -- Maximum file size is 50 MB. Supported formats: pdf, docx.

Audio​

  • Upload/URL -- Upload an audio file or provide a public link.
  • Constraints -- Maximum file size is 50 MB. Primary supported format: mp3.

Table​

  • Configuration -- Click within the cells to enter values. Use the floating + icons that appear on hover to add new rows or columns.
  • Constraints -- A maximum of 4 columns is allowed.

Video​

  • Upload/URL -- Upload a video file or provide a public link.
  • Constraints -- Maximum file size is 50 MB. Supported formats: mp4, mov, avi, mpeg, webm, mkv.

The carousel is a powerful element for displaying a list of items. It consists of multiple cards that the user can scroll through horizontally.

  • Card Setup -- For each card, you can upload an image or file (pdf, docx, jpg, etc., up to 50 MB).
  • Enter Title & Description -- Add a title and descriptive text for each card.
  • Add Quick Action -- Each card can have up to two buttons. Configure each button to either:
    • Open Link -- Redirect the user to an external URL.
    • Trigger Flow -- Start a different conversation flow when the button is clicked.

Common Use Cases​

  • Product Showcase (Carousel) -- Display a catalog of products, where each card shows a product image, its name, and a "View Details" button that triggers a specific flow for that item.
  • Sending a Ticket (File) -- After a user books an event, send them a confirmation message with their ticket attached as a downloadable PDF file.
  • Displaying Business Hours (Table) -- Use a table to clearly show opening and closing times for each day of the week.
  • Video Tutorial (Video) -- When a user asks "How do I set up my account?", respond with a short, helpful video tutorial.
  • Personalized Welcome (Text) -- Greet a returning user with, "Welcome back, {user_name}!" by pulling their name from a variable.

Best Practices​

tip
  • Use Rich Media to Enhance Experience -- Do not rely solely on text. Use images, carousels, and videos to make the conversation more engaging and to convey information more effectively.
  • Keep Text Concise -- Break down large blocks of information into multiple, smaller text messages to avoid overwhelming the user.
  • Provide Context for Media -- When you send an image, file, or video, always accompany it with a text message that explains what it is and why the user is receiving it.
  • Optimize for Mobile -- Ensure images and videos are of a reasonable file size to load quickly on mobile devices.
  • Check Your Links -- Double-check that all URLs provided for images, videos, and files are public and not broken.

Common Mistakes​

Avoid these pitfalls
  • Broken Media Links -- Using internal or private URLs for images or files will result in them not displaying for the user. Always use publicly accessible links.
  • Overly Long Carousels -- A carousel with 15-20 cards can be frustrating to scroll through. If you have many items, consider categorizing them and using multiple, smaller carousels or a different approach.
  • Missing a Call to Action -- Sending a carousel of products without any buttons for the user to click ("Quick Actions") is a missed opportunity. Always guide the user on what to do next.
  • Ignoring Channel Limitations -- A rich, interactive element like a Carousel will look great on the web or Facebook Messenger but will not render on a simpler channel like SMS. Use the Channel Filter logic element to design fallback experiences for different channels.