Rich messages
Go beyond plain text with buttons, product carousels, and forms that make a conversation feel like an app.
A conversation doesn't have to be a wall of text. Sometimes the clearest answer is a row of buttons, a swipeable set of products, or a tidy form. These are rich messages, and they're all sent through the same Send Message action you already know — you just pick a different message type.
Rich messages make conversations faster for the customer and more reliable for you: a button can't be misspelled, and a form collects exactly the fields you need.
Text — the workhorse
Most messages are plain text, and that's fine. A few things worth knowing:
- Keep each message focused; send a couple of short messages rather than one long one.
- Drop in variables to personalize:
Your order {{order_id}} ships tomorrow. - Turn on Auto-translate and the same text reaches every visitor in their own language — you write it once.
Options — buttons instead of guesswork
When you want the customer to choose, give them options: a prompt plus up to ten buttons. Instead of hoping they type "yes," you hand them a button.
"How can I help today?"
[ Track my order ] [ Start a return ] [ Talk to a person ]Each button can carry a value and even send the conversation down its own path, so options double as a friendly way to branch. You can also make a selection required, so the flow waits for a real choice before moving on.
Buttons aren't just convenient — they keep conversations on the rails. Every button press is a clean, predictable signal, which makes the rest of your flow much easier to reason about than free text.
Carousels — show, don't tell
For anything visual — products, venues, plans — a carousel is a swipeable set of cards, each with an image, a title, a few highlights, and its own buttons.
[ Blue Sneaker ] [ Red Sneaker ] [ Green Sneaker ]
₺499 · In stock ₺499 · 2 left ₺549 · In stock
[ View ] [ Buy ] [ View ] [ Buy ] [ View ] [ Buy ]A card can hold:
- A title and a set of highlights (bullet-point features)
- Images — up to ten per card, shown either as a full cover or as small circles
- Action buttons — open a link, or send a value back into the flow
Carousels really sing when they're built from your live catalog: the agent searches your collection, filters to what's in stock and relevant, and hands the customer a personalized shelf to browse. Keep it to a handful of cards so it stays skimmable.
Forms — collect several fields at once
When you need a few pieces of information together — a delivery address, a booking request, a support ticket — don't ask one question at a time. Send a form and collect them in one clean step, each field validated as the customer fills it in.
Forms are ideal for:
- Lead capture (name, email, phone, company)
- Booking and reservation details
- Structured support requests
Because every field is validated, what lands in your flow is clean data you can trust and reuse via variables.
Capturing what they say
Rich messages pair naturally with capturing input. On a Send Message you can turn on input capture to store the customer's reply in a variable — with built-in validation for things like email and phone, so a typo gets caught politely instead of breaking your flow.
For the common case of collecting name, email, and phone, there's a dedicated Capture User action that handles the prompts and validation for you. See Messaging & capture actions.
Picking the right format
A quick guide for everyday decisions:
| When you want to… | Use |
|---|---|
| Say something or confirm | Text |
| Offer a few clear choices | Options (buttons) |
| Show products or visual items | Carousel |
| Collect several fields at once | Form |
| Grab a single typed answer | Text with input capture |
Every rich message still flows through Send Message, so everything you know about it — auto-translate, variables, pausing for a reply — applies here too. The type just changes what the customer sees.
Wrapping up flows
You now have the full toolkit: a canvas of actions, branching for judgment, reusable flows for scale, idle timers for grace, and rich messages for clarity. That's everything you need to design conversations that feel thoughtful rather than scripted.
When you're ready to go deeper on any single block, the Actions reference documents every action and every setting, one at a time.