Rich content elements can be added when you are creating a new answer, adding a new step to an existing answer, or updating an existing step.
This article describes the following rich content types:
Adding images and gifs
You can add an image or an animated gif to your answer flow, to provide an engaging experience, 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:
To be included in an answer step, the image or gif must:
- Have a web address that can be accessed by your customers. Don't add image URLs from restricted help centers, as these won't be displayed in the answer.
- 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
- With the new or existing answer open in bot builder, click the
step type you want to add the image or gif to, or click the Add step
icon (
) and select the step type to create a new step.
- If you’re adding the image to a Send message step, click the
Insert image
icon (
).
- Enter the image’s web address (required) and description (optional), then click Done.
- Finish configuring the step, then click
Done
at the top
of bot 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:
To add an emoji to a step
- With the new or existing answer open in bot builder, click the
message step you want to add the emoji to. Alternatively, click the
Add
step icon (
) and select the step type you want to create.
- In the AI agent message box, enter or update any text as needed, and click the Emoji icon
(
) to open the picker.
- Scroll or search for the emoji you want, then click it to add to the AI agent message.
- Finish configuring the step, then click Done at the top of bot 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.Adding button links
You can add buttons to steps in your answer flow. When a customer clicks a button, they'll open an external link, such as a different knowledge base or another page within the current website.
You can add button links to the following step types:
To add a button link to a Send message step
- Open or create a new answer in bot builder, then click an existing Send message step or create a new one.
- Click Add button.
- Enter the button’s web address and text, then click Add.
- Finish configuring the step, then click Done at the top of bot builder.
You can add up to 10 button links to each Send message step.
You can edit the button by clicking the Options icon ().
To add a button link to an Add carousel step
- Open or create a new answer in bot builder, then click an existing Add carousel step or create a new one.
- Click a carousel panel.
- Click Add button and select Open link from the action dropdown menu.
- Where requested, enter the button’s web address and text, then click Done.
- Finish configuring the step, then click Done at the top of bot builder.
You can edit the button by clicking the carousel panel's Options
icon ().
Saving responses
You can add a button to save a variable and its value when a customer clicks a carousel panel button. The variable and value can then be used downstream in bot builder.
A carousel panel can include a maximum of three buttons. These buttons can be a mixture of buttons to save a response and buttons to open a link, but only one button to save a response is allowed.
- Open or create a new answer in bot builder, then click an existing Add carousel step or create a new one.
- Click a carousel panel.
- Click Add button and select Save response from the action dropdown menu.
- Enter a descriptive button text to display to the customer.
- Enter a variable name and value to save. If you are using a dynamic carousel, you can click the plus button to select a value from the Make API call.
If, for example, you create a Send message step after the carousel, you can reference the variable by clicking the plus button in AI agent message.
14 comments
Kathy
"3. Enter the image’s web address (required)" is a bit confusing. I have tried to attach the image to a ticket and copied the link from there but it still says it's not a valid url.
Could you explain in more details please? Thank you.
0
Zimi Support
I added a .gif as one of my responses however when I go to preview it, it's displayed in a small box and doesn't show the entire gif.
For example, my .gif is a short animation from an iphone recording.
Is there a way to change the size so it shows the entire .gif size rather then a small box?
0
Dane
Resizing is not natively available. However, you can resize your image/gif in a 16:9 ratio directly before you upload it.
0
Rachel Martin
Requiring a URL for each image is not helpful at all for us, I would want to add standalone images of screenshots from our product and this requirement prevents that. Will you support bot responses that can have uploaded images in the future?
This is another example I see of Zendesk focusing on B2C/general public organisations and not B2B.
2
Raphaël Péguet - Officers.fr
HI Dane the add a button option is very nice but variables cannot be added as link..
1
Erin Rowan
When I add a button to a message it doesn't show up in the preview. Can you help me understand why?![](/hc/user_images/TQEtotfX18a-tzuRfV7vvg.png)
![](/hc/user_images/OmO0IwssitsidZSNqUB6lA.png)
0
Viktor Osetrov
Thanks for your interesting question. Yes, are right for 100% - unfortunately, it doesn't work from a bot preview.
However, if you would like to check your custom buttons - you can accomplish it from messaging preview.
Have attached a screenshot below
0
Mike
What is the best way to handle the source of your images?
I have tried to use images that are already in the helpcenter. That works.
Another option is to add assets in the helpcenter design and then use the url.
But both solutions are not very sustainable, because if you have images in the helpcenter or assets you will not see a direct link to the bot and it will happen that the images will be deleted unknowingly.
0
Aquatrol Support
What is the image size recommended to add it to the bot? pixels x pixels...
0
Mike DR
0
Zach Velcoff
I'd like to be able to set a variable instead of a hard-coded URL for the button link–is this something you've considered supporting?
0
Ryan Boyer
When adding images (i.e., step “Enter the image’s web address (required) and description (optional), then click Done.”), does the image address have to be to a public website?
Also, is it not possible to add images from our help center? We've tried this but it doesn't seem possible since it's not an allowable file type (/hc/article_attachments/).
0
Francis Casino
I have created a ticket to look into this further. You can expect to receive an email about it soon.
0
Andy Be.
Francis Casino Any updates on how to access image assets already uploaded to the related help center as images for bot messages?
0