Message Blocks

Message blocks enable you to design engaging interactions within your virtual assistant, enhancing user experience, ensuring smoother dialogue, and delivering clear, structured content.

These blocks are designed to share content that is not dynamically generated by AI but instead follows a predefined format. They are particularly useful when you need when you need to present static or structured content at specific points in the conversation flow. There are four main types of message blocks:

1. Text Block - Sending predefined messages

2. Image Block - Displaying visual content

3. Card Block - Presenting structured, interactive content

4. Video Block - Embedding multimedia content.

✍️ Text Block: Sending Predefined Messages

The text block enables the virtual assistant to send specific, static messages to users.

Key Features

• Supports messages up to 300 characters.

• Can be displayed as a standard virtual assistant response or as a caption (smaller text below the bot’s main response).

Common Use Cases

• Welcome Message: A warm greeting when users start a conversation. This message typically introduces the virtual assistant and explains its features.

• Conditional Responses: A Text Block can be used within a Condition Block to display specific messages based on predefined variables.

Example

Scenario: A virtual assistant that provides order status updates based on the user's order status.

• If order_status = "shipped", then display: "📦 Your order has been shipped! You can track it using this link: [tracking_link]."

• If order_status = "processing", then display: "⏳ Your order is currently being processed. We’ll notify you once it’s shipped!"

• If order_status = "delayed", then display: "⚠️ We’re sorry! Your order is delayed due to unexpected circumstances. Our support team is here to help if you need more details."

• Debugging: A Text Block can be particularly useful for debugging when placed inside a Condition Block.

By using the $env variable, which differentiates between test and live environments, you can display debugging information as a text caption when $env = test.

This allows you to show internal notes that help track which agent is responding or which workflow triggered a specific reply. If $env = production, the debugging text is not shown, ensuring a clean user experience.

Example: If $env = test, display: "Response generated by [Agent Name]"

🖼️ Image Block: Visual Content to Enhance Conversations

The Image Block lets you insert images into the virtual assistant to make interactions more visually appealing and intuitive. Images can be uploaded in two ways:

• Direct upload: Upload an image from your device.

• URL insertion: Use an externally hosted image.

Requirements

• Maximum file size: 5 MB

• Supported formats: PNG, JPEG, GIF

• Alt text (up to 100 characters) can be added for accessibility and to describe the image content (not visible in web chat).

Common Use Cases

• Product showcase: Display images of a product in an e-commerce virtual assistant.

• Instructional Guides & How-Tos Provide step-by-step visual guides for tasks or troubleshooting.

• Visual FAQs & Support: Simplify explanations with diagrams, infographics, or screenshots.

• Event Invitations & Announcements: Share posters, event banners, or promotional visuals.

📌 Card Block: Structured and Interactive Content

Cards are structured content elements that combine images, text, and interactive buttons to present information in a clear and engaging format.

When you create multiple cards (up to 10), they are displayed in a carousel format, allowing users to scroll through them horizontally. You can easily reorder cards using the drag-and-drop functionality, making it simple to customize the presentation order.

Card Configuration Options

• Image (Optional): The maximum height for an image in a Card Block is 244px per card. When multiple cards are displayed in a carousel view, the image will be automatically adjusted to a 16:9 aspect ratio to maintain visual consistency.

  • Image ALT text (Optional): Descriptive text for accessibility (not visible in web chat).

• Title (Mandatory): Up to 55 characters, concise and engaging.

• Description (Mandatory): Up to 85 characters (maximum 3 lines of text).

• Buttons (Optional): Up to 2 buttons per card (label max: 20 characters). Buttons can link to internal workflows or agents or external pages. All cards in a carousel must have the same number of buttons.

Common Use Cases

• Product Highlights: Showcase key services or items with images, descriptions, and purchase buttons.

• Interactive Menus: Guide users through conversation options.

• Promotional Offers: Feature discounts with links to dedicated landing pages.

• Guided User Journeys: Help users explore topics while maintaining conversation flow.

🎥 Video Block: Multimedia Content

The Video block allows you to embed videos via URL, enriching the user experience with dynamic and easy-to-understand content. Supported platforms include:

• YouTube

• Wistia

• Vimeo

• Google Drive.

You can also add an ALT text (max 100 characters) to describe the video’s content or purpose.

Common Use Cases

• Tutorials: Help users complete complex actions with step-by-step video instructions.

• Product demos: Showcase products or services in action.

• Explainer videos: Answer FAQs with visual demonstrations.