Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| 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 dialogue for the reply you want to change.
- Click the plus icon where the card should go and select Carousel for a set of cards, or build the choice into an AI agent message block.
- Fill in what the card holds and where each button leads.
- Test on each channel the agent runs on, from a phone as well as a laptop.
That last step is not a formality. A carousel is rendered by the channel, not by Zendesk, so the same block looks different on the Web Widget, on WhatsApp and on Facebook Messenger, and one of them will surprise you.
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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