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            Create and Send Questions with Static Options in Messaging Sessions

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            Create and Send Questions with Static Options in Messaging Sessions

            Create questions with static options to standardize the way that service reps gather information from customers. For example, create a question that asks customers to select the reason for their inquiry. Reps can send the question component to customers in supported enhanced Messaging channels and Enhanced Chat.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
            X icon This article doesn’t apply to: Standard Facebook Messenger, and Standard and Enhanced SMS channels
            User Permissions Needed
            To create messaging components:

            Customize Application AND View Setup and Configuration

            OR

            System Administrator

            To send and receive messages in Messaging: Messaging Agent

            Step 1: Create a Question with Options

            To get started, create your question with options on the Messaging Components page in Setup.

            1. From Setup, in the Quick Find box, enter Messaging Components, and then select Messaging Components.
            2. Click New Component, and then click Next.
            3. Select Question with Options, and then select Static Options.
            4. Enter your question and options. If you plan to use your component in enhanced WhatsApp channels, keep your question under 20 characters and your options under 24 characters.
              Messaging component question and options windows
            5. Enter a name and description for your question.
              These values aren’t visible to customers, but service reps see the name in the list of messaging components in the Service Console. Assign an informative name so reps know when to use the component.
            6. Click Done.
              The Messaging Component Builder opens.
            7. On the Component Details page, further customize your component.
              1. In the Component Formats section, control the way your component appears in each type of Messaging channel. Click Add Format, select a format, and then click Done.
                Note
                Note Each messaging component is available in one or more formats, such as Buttons, and some formats work only in certain channels. For a list of formats that each channel supports, see Messaging Component Types and Formats. It’s a good idea to add at least one supported format for each channel where the component will be sent. If no formats are added, the component uses the default text format.
              2. In the left-hand sidebar, click a format type to customize its properties.
                Question with options component with properties pane highlighted
              3. In the Component Properties pane, configure each format’s properties. To keep it simple, select Constant for each Type field and select the only available constant, which comes from the information that you entered a few steps ago. Then, click Save.
              4. Arrange the formats you selected in priority order. If a component can’t be shown in the highest-priority format, the next format is used.
              5. To show an image with each list option, click Constants in the left sidebar. Edit each constant and upload an image. Some component formats don’t support images.
            8. When you’re done editing your component, click Save.
            9. Your component is saved in a draft state. When you're ready to make it available to your support team, click Activate at the top of the page.

            If you ever need to take the component offline—for example, to give you time to reconfigure it—open it in the Messaging Component Builder and click Deactivate. When you're ready, activate it again.

            Step 2: Send a Question with Options in a Messaging Session

            You can send questions with options to customers in enhanced Messaging channels and Enhanced Chat. 

            1. During an active messaging session, click the messaging component action in the messaging window.
              Messaging component action
            2. Optionally, use the filter at the top to show only questions with options.
            3. Select the link you want to share and click Insert.
              A placeholder appears below the message field. No preview of the component is available.
            4. Click Send.
            Example
            Example

            When a service rep sends a question with options component in an enhanced Facebook Messenger channel, the rep sees:

            Service rep view of a question component in a messaging session

            The customer sees:

            Customer view of a question component in a messaging session
             
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