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, 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
• Adding emoji
• Adding button links

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:

• Send message
• Add carousel

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 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.
  2. If you’re adding the image to a Send message step, 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. Alternatively, 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.

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:

• Send message
• Add carousel

To add a button link to a Send message step

1. Open or create a new answer in Flow Builder, then click an existing Send message step or create a new one.
2. Click the Add a button link.
3. Enter the button’s web address and text, then click Add.
4. Finish configuring the step, then click Done at the top of the Flow Builder.

You can add up to 10 button links to each Send message step.

You can edit the button by clicking the Options icon ().

The button, as well as any other updates, will not appear to the customer until you publish the bot

.

To add a button link to an Add carousel step

1. Open or create a new answer in Flow Builder, then click an existing Add carousel step or create a new one.
2. Click a carousel panel.
3. Where requested, enter the button’s web address and text, then click Done.
4. Finish configuring the step, then click Done at the top of the Flow Builder.

You can edit the button by clicking the carousel panel's Options icon ().

The button, as well as any other updates, will not appear to the customer until you publish the bot

.