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Serve content using Message blocks

Overview​

Answers in Ada are built using content blocks that provide your customers with a rich chatbot experience. Each block acts as a single bubble in the chat, and can be combined in infinite ways to create Answers tailored to your audience. The content blocks available within your bot will vary based on your package. There are many different types of content blocks. Let's take a look at the most commonly used types!

Text Message block​

The Text block delivers simple text messages to your chatters. Each Text block appears as a single chat bubble, and can contain up to 320 characters.

You can add emojis and line breaks to give your Text blocks some personality and formatting 😎


Use AI to improve your text content​

Any time you serve up content using the Text block, no matter which of Ada's supported languages you're writing in, you have the option to polish it with AI. You can click the Improve button to automatically run your content through GPT and replace it with a rephrased version with improved tone. Even after improving your content automatically, you can always go back and edit it yourself until you're happy with it.

If you'd rather not use the automatically rephrased version of your content, you can click Undo in the notification that appears at the bottom of your screen to reverse it.

Add variations to your text content​

You can also use the Text block to create variations of the same message so you can keep your content fresh. Your bot will randomly select a variation to send to your chatter, and you can either write your own variations or generate them with AI.

We recommend using variations with content that is likely to show up repeatedly in a single conversation. For example, adding different versions of "hi" or "hello" in the Greeting will give your bot more personality and prevent the conversation from feeling robotic.

If your shuffled message contains essential information, make sure that information is in every variation β€” otherwise, only random chatters will get the important message!

Use AI to create message variations​

To start creating content variations for your bot to shuffle between, start typing a message into your block. If you want, you can use the Improve button to refine your initial message.

Then, you can use the Create variations button to use GPT to rephrase your content into 3-5 variations for your bot to randomly serve to chatters - in any of Ada's supported languages. All of these automatically generated variations are editable and removable, so you can further refine the variations you get from the AI. You can also click Add manually to write additional variations yourself.

Link Message block​

With Link blocks, you can add links to your chat, so you can direct chatters to websites like in-depth support articles, or give them the opportunity to communicate with your organization's support team directly.

Configure the Link block using the table below as a guide:

FieldInstructions

URL

Enter the link you want to serve to your chatters. The link can be a URL, or it can link to one of your organization's communication methods using the following formats:

  • Email – [email protected]

  • Phone number (with country code) – tel:+11234567890

  • Phone number (without country code) – tel:1234567890

    (A country code is not required if the dialler is in the same country as the phone number.)

  • SMS – sms://1234567890 or sms://+11234567890

Link Text

Enter the display text for the link that the chatter can click on.

Alt Title

Enter an alternate title for the link, to give chatters using screen readers some extra context (e.g., Link to call customer support line)

Generate Preview

Turn this toggle on to automatically generate a preview of the link in Ada's web chat. If the toggle is off, you can manually create a preview for web chat by entering your own title, icon, and description for the link.

Open in New Tab

Turn this toggle on to have the link open in a new browser tab for the chatter. Otherwise, the link will open in the current browser tab.

Count as Handoff

Turn this toggle on to count clicks on the link as a handoff, so you can track clicks in your handoff reports.

Picture Message block​

A Picture content block allows you to link to an image or upload it directly from your files. This content block can accommodate JPG, GIF, SVG or PNG, and includes an alternative text field.

In the chatter view, images will be sized to the chat window, and can be expanded with a simple click!

Video Message block​

Like the Picture block, the Video block allows you to link to a video or upload it directly. You can either upload an MP4 or use a YouTube or Vimeo link!

Videos will play right in the chatbot window.

note
  • The maximum size for a video upload is 64 MB. If your video file is larger, consider uploading your video to YouTube or Vimeo and providing the link instead.

  • Some YouTube videos do not allow embedding. If this is the case, the account owner must adjust the video's settings in YouTube before the video can be embedded in the Answer.

Web Window block​

A Web Window is similar to a Link block, except it allows you to customize the width and height of the corresponding window that opens.

Add the destination URL into the Window URL field, and customize the message and button text that will be presented to the chatter. Make sure to include the height and width dimensions of the window (in pixels) to get full use of this feature!

The Web Window block also has a Count as a Handoff toggle, similar to the Link block. Toggle this on if you would like to consider all link clicks for this block as a handoff in your analytics.

Builder Note block​

The Builder Note block lets you add context to Answers and leave notes for other builders and Bot Managers. Use it to manage longer Answers or to provide a note on a particular section of an Answer. To use the Builder Note block, drag it into your Answer, and type in your note.


Have any questions? Contact your Ada teamβ€”or email us at .