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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 is used to interact with chatters through text. A single text block acts as a single chat bubble in the chat. Each text block has a 320 character limit, and an Answer can have unlimited text blocks stacked on top of each other, but we recommend you keep each text block and Answer as short and simple as possible.

You can add emojis and format with line breaks and tabs to give your text blocks some personality 😎

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Shuffle Message Block

A shuffle block helps keep your bot’s content fresh! Add as many variations as you’d like, and the bot will randomly select one to send to a chatter each time they reach that Answer. Content variations in the shuffle block act the same as text blocks and can handle emojis and formatting.

We recommend using this message block in Answers that are likely to show up repeatedly in a single conversation. For example, adding a shuffle block with different versions of hi or hello in the Greeting or different apologies in the Negative Review Answer will give your bot more personality and prevent the conversation from becoming robotic.

Refrain from including essential information in a shuffle — only random chatters will get the important message!

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Link Message Block

A link block acts very similarly to a hyperlink on a webpage. This can be useful if you want to link to a more in-depth support article or are direct your chatters to a webpage.

Field

Explanation

URL

Enter the URL to link. The Link block can also connect with several communication methods using the following formats:

  • email – mailto:example@ada.com

  • 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

Text the chatter sees

Alt Title

This field is used to provide chatters using screen readers with an alternate title for the link (ex. This link is for...)

Generate Preview

ON - the link's description will be automatically created

OFF - allows you to customize the link preview as you wish

Open in New Window

ON - link opens in a new browser window

OFF - link opens in the current browser window

Count as Handoff

ON - link message is counted as a handoff in the analytics view (useful if you are sending the chatter to a webpage to escalate their query and you would like this reflected in your analytics view)

OFF - link message is not counted as a handoff in the analytics view

When Generate Preview is toggled off, the following additional fields will be provided for you to customize the link preview as you would like.

Field

Explanation

Title

The title of the webpage

Icon

This will be included as a small image within the chat bubble

Description

A short sentence describing the page you are linking to

Link messages can also be counted as handoffs in the analytics view by toggling Count as Handoff on. If you require a chatter to go to a webpage in order to escalate their query, this feature will help keep track of those interactions in your bot's analytics.

The link can also be opened in the same or separate browser window depending on your preferences!

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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!

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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.

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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.

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Email Block

The Email Block is a handoff option that sends a chat transcript to your support email queue. This is a simple but effective method for handing off a chatter.

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The Email Block is added to an Answer the same way any other block is, and once added, the following fields can be personalized:

  • Prompt for Email Providing an email address is crucial in order to ensure that the support team can reply to the chatter once an email handoff has taken place. You can change the messaging in this field to better align with your bot’s persona.

  • Your Support Team’s Email This is the email address that the email handoff will be sent to, so likely your support team’s email address.

  • Follow Up Message Once a chatter has provided a valid email address they will be provided with the text in this field.

  • Email Subject Line *only available for personalized bots*

    For clients with personalization features enabled, you can now customize the subject line of the emails generated by your bot via the Email Handoff Block.

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    Without the Email Subject Line feature enabled, emails generated by the Email Handoff Block are sent with a subject line that follows this formula: [bot name] Support Ticket - [chatter email].

    With the upgrade, you will be able to customize the subject line for each Email Handoff block including variables. For example: if a chatter has gone through a password reset flow and needs more help from your support team, you can set the email subject line to “Password reset request from [chatter name] [chatter email]." Important Notes

  • Once the Email Subject Line feature has been enabled on your bot, all subject lines will automatically default to “[your bot name] Support Ticket”

  • You will need to manually update the subject line in each of your Email Handoff blocks if you wish to customize them.

  • You can easily pull up all Answers that contain an Email Handoff block by searching <block:email> in the Answers View

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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.

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Have any questions? Contact your Ada team—or email us at help@ada.support.