Setup
Open the dashboard
Go to Agent → Suggestions.
Add suggestions
Click Add Suggestion and fill in:
| Field | Description |
|---|---|
| Button label | Text shown on the chip (e.g., “Track my order”) |
| Message | Text sent to the agent when clicked. Defaults to the label if left empty |
How It Works
- You configure suggestion chips in the dashboard
- The widget loads and displays them as clickable buttons above the input
- When a user clicks a chip, the message is sent to the agent as if the user typed it
- If the message field is empty, the label text is sent instead
Best Practices
Keep labels short
2–4 words work best so chips don’t wrap on mobile (e.g., “Track order” instead of “I want to track my order status”)
Use specific messages
The label is what users see; the message is what the agent receives. Use the message field for detailed prompts the agent can act on
Cover common questions
Look at your most frequent conversations in Activity and turn them into suggestions
Limit to 3–4 chips
Too many options cause decision fatigue. Focus on the most valuable actions
Examples
Here are some suggestions for different use cases:| Use Case | Label | Message |
|---|---|---|
| E-commerce | Track my order | What is the status of my most recent order? |
| E-commerce | Return an item | I want to start a return |
| SaaS | How do I get started? | Walk me through the initial setup |
| SaaS | Upgrade plan | What plans are available and how do I upgrade? |
| Support | Talk to a human | I’d like to speak with a support agent |
| Support | Billing issue | I have a question about my bill |
Actions
Enable agent capabilities
Embed Widget
Full widget setup guide