Plan requirement
| Subscription | Any plan |
| Also required | AI agents - Advanced |
| Access | Admin |
Cards, carousels and buttons instead of plain text. Useful for choices and for things with a picture, and easy to overdo.
Use one
- Open the reply you want to change.
- Choose a structured format instead of plain text.
- Fill in the fields: title, description, image, buttons.
- Test on each channel where the agent runs.
Where they earn their place
- A short set of choices. Three buttons beat asking somebody to type an option.
- Products or appointments, where a picture and a price belong together.
- A clear next step, such as opening a form or a page.
Where they do not
Anywhere the answer is an explanation. A card is a container for a choice, and putting prose in one makes it harder to read than a paragraph.
They also invite designing a menu, which is the interaction customers came to messaging to avoid.
Channels render them differently
What looks right in the web widget can arrive as a plain list somewhere else, and image sizes and button limits differ. Test on every channel the agent covers rather than assuming.
Buttons must still work as text
Customers type instead of tapping, particularly on channels where the buttons are less visible. Every button should have an equivalent the agent understands in words.
Three buttons, not seven
Long option lists get scrolled past. If you need seven, the question is wrong: ask something narrower first.
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