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title: Send text and list messages in a chatbot description: Add Text and List / Buttons blocks to a chatbot flow: write the message, add reply buttons or list rows, and wire each choice.

Send text and list messages in a chatbot

Text and List / Buttons are the two blocks you use most. Text sends a plain message, with up to 3 reply buttons. List / Buttons sends a message with a menu of up to 10 choices. Follow this page to write each message, add the choices, and wire them to the next steps.

Before you start

Which block to use

Block What the customer sees Choices Use it for
Text A plain message. Optional buttons under it. Up to 3 reply buttons. Greetings, answers, short menus.
List / Buttons A message with a button that opens a menu. Up to 10 list rows. Long menus, such as departments or products.

Both blocks sit in the Message types group of the Step panel.

Steps

Send a text message

  1. Click the + after the step where the message should go. The Add a step after menu opens.
  2. Click All steps.
  3. Under Message types, click Text. A card with a Message block appears.
  4. Click the block. Its settings open in the Step panel.
  5. Click the box that reads Type message... and type the message, for example Hi! How can I help you today?. It can hold up to 1,024 characters.
  6. To show a saved answer, click a chip under the box, for example {Name}. It inserts {{name}}.

Use double curly braces in small letters

If you type a variable yourself, write {{name}}. A capital letter, such as {{Name}}, is sent to the customer as plain text.

Add reply buttons to a text message

  1. Click + Add Button at the bottom of the message block. A button named New button appears.
  2. Click the button and type its label, for example Fees.
  3. Repeat for each button. A text message can hold up to 3 buttons.
  4. To send a different reply for a button, click the + at the right end of that button and pick the next step.

Button limits:

  • Up to 3 buttons on one message.
  • A button label can hold up to 20 characters. Longer labels are cut.
  • A button you do not wire continues to the next block of the same card.

Set a delay or a timeout on a text message

  1. Find the grey timing area under the block.
  2. Switch on Set Delay and type the seconds in Type delay in seconds..., for example 3. The message waits that long before it goes out.
  3. Switch on Set Timeout and type Timeout after (minutes), for example 30. A Timed out exit appears on the card.
  4. Wire Timed out to a follow-up step, for example a reminder.

Send a list message

  1. Click the + after the step where the menu should go, then click All steps.
  2. Under Message types, click List / Buttons. A List block appears.
  3. In Header, type a short title, for example Our services. It can hold up to 20 characters. This box is optional.
  4. In Body, type the message, for example Choose a service. It can hold up to 4,096 characters.
  5. In Footer, type a small line, for example Reply any time. It can hold up to 60 characters. This box is optional.
  6. In Button label, type the words on the button that opens the menu, for example View services. It can hold up to 20 characters.

Add the list rows

  1. In the first row, replace Item one with the choice name, for example Haircut. It can hold up to 24 characters.
  2. In Describe it, type a line under the name, for example 30 minutes. It can hold up to 72 characters.
  3. Click + Add Section to add another row. The button reads + Add Section in a list, but it adds a row named New item.
  4. Repeat for each choice. A list can hold up to 10 rows.
  5. To remove a row, click the small x beside its name.
  6. A new row starts with the name New item and the line Describe it. In a Multi product block the first row is Section one, and a new one is New section. In a Buttons block a new choice is New button. Replace each default name.

Wire each choice

  1. Click the + at the right end of a row or a button.
  2. Pick the step that runs when the customer taps that choice, for example Text with the price list.
  3. Repeat for every choice.

To act on an answer later, use a Condition block. See Ask for name, phone, email and address.

Set a timeout on a list

  1. Switch on Set Timeout in the timing area under the list.
  2. Type Timeout after (minutes).
  3. Wire the Timed out exit to a reminder step.

A list has no Set Delay. A question is not delayed.

Check the message

  1. Click Save.
  2. Click Test. Read the message and tap each choice. See Test a chatbot flow with the chat simulator.

Troubleshooting

Issue Cause Fix
The + Add Button is missing The block already has 3 buttons, or it is a list. Remove a button, or use a List / Buttons block.
The Body will not take more text You reached 1,024 characters on Text, or 4,096 on a list. Shorten the message.
A row will not take more text A row name holds 24 characters and a description holds 72. Shorten the text.
The customer sees {{Name}} The variable has a capital letter. Write {{name}}, or use the chip under the box.
A tapped choice does nothing The choice has no wire. Click the + at the choice and add a step.