Adding rich content to answers in Flow Builder

In Flow Builder, you can add rich content elements to some of the steps in your bot’s answer flows. Rich content elements appear to your customers in the Web Widget, mobile apps, social apps, and third-party apps.

Rich content elements can be added when you are creating a new answer, or added to an existing answer as a new step or by updating an existing step.

This article describes the following rich content types:

• Adding images and gifs
• Adding emoji

Adding images and gifs

You can add an image or an animated gif to your answer flow, to provide an engaging experience (such as gifs or branded imagery), add screenshots or other visuals to illustrate answers, and present products and services in a way that best represents your brand.

Images and gifs can be added to the following step types:

• Send message

To be included in an answer step, the image or gif must:

• Have a web address that can be accessed by your customers
• Be no larger than 10 MB
• Be one of the following image formats:
  • bmp
  • gif
  • heic
  • heif
  • jfif
  • jpg
  • jpeg
  • png
  • svg+xml
  • tiff
  • tif
  • webp

  To add an image or gif to a step

  1. With the new or existing answer open in Flow Builder, click the Send message step you want to add the image or gif to, or click the Add step icon () and select Send message to create a new step.
  2. In the Bot message box, enter or update any text as needed, and click the Insert image icon
     ().
  3. Enter the image’s web address (required) and description (optional), then click Done.
  4. Finish configuring the step, then click Done at the top of the Flow Builder.

     The image or gif appears in the step preview.

     The image, as well as any other updates, will not appear to the customer until you publish the answer.

Adding emoji

You can use the Emoji picker to add emoji to your answer flows.

Emoji can be added to the following answer step types:

• Send message
• Present options
• Show help center articles
• Transfer to agent

To add an emoji to a step

1. With the new or existing answer open in Flow Builder, click the message step you want to add the emoji to, or click the Add step icon () and select the step type you want to create.
2. In the Bot message box, enter or update any text as needed, and click the Emoji icon () to open the picker.
3. Scroll or search for the emoji you want, then click it to add to the bot message.
4. Finish configuring the step, then click Done at the top of the Flow Builder.

The emoji appears in the step preview.

The emoji, as well as any other updates, will not appear to the customer until you publish the answer.