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            Messaging Component Types and Formats

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            Messaging Component Types and Formats

            With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type.

            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 SMS, 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 SMS channels

            A messaging component’s appearance in a messaging session varies depending on three things.

            • The type of channel where it’s used—for example, an enhanced Facebook Messenger channel versus an enhanced WhatsApp channel.
            • The formats that you select when you create the component. You can add and customize one or more formats to control how a component appears to customers. Some formats are available only in certain channels or look different depending on the channel. If you don’t add any formats or your selected formats aren’t available, your component appears in the default text-only format.
            • The capabilities of the device that the customer is using to exchange messages. For example, in Apple Messages for Business channels, the Quick Replies format isn't supported in some older iOS versions, and the Form format isn't supported in the Messages app on Mac computers.

            Messaging Component Types

            Component Type Description Supported Channel Types and Formats Setup
            Enhanced link

            Web page link that includes an image and custom link text.

            Ideal for: Sharing frequently visited web pages, such as your company’s home page or a product profile.

            Enhanced Chat: Rich Link, Text

            Enhanced WhatsApp: Text

            Enhanced Facebook Messenger: Media, Text

            Enhanced SMS: Text

            Enhanced Apple Messages for Business: Rich Link, Text

            Enhanced LINE: Text

            Bring Your Own Channel: Rich Link, Media, Text

            		 Basic (under 5 minutes).
            Question with static options

            Question with a list of predefined clickable choices.

            Ideal for: Standardizing common introductory questions, such as the reason for a customer’s inquiry.

            Enhanced Chat: Card Carousel, Buttons, Quick Replies, Text

            Enhanced WhatsApp: Buttons, List Selector, Text

            Enhanced Facebook Messenger: Buttons, Card Carousel, Quick Replies, Text

            Enhanced SMS: Text

            Enhanced Apple Messages for Business: List Selector, Quick Replies, Text

            Enhanced LINE: Card Carousel, Buttons, Quick Replies, Text

            Bring Your Own Channel: Card Carousel, Buttons, List Selector, Quick Replies, Text

            		 Intermediate (about 10 minutes).
            Question with dynamic options

            Question with a list of customer-specific records.

            Ideal for: Identifying the record that the customer is asking about. For example, ask customers to choose from a list of their recent orders or cases.

            Enhanced Chat: Card Carousel, Buttons, Quick Replies, Text

            Enhanced WhatsApp: Buttons, List Selector, Text

            Enhanced Facebook Messenger: Buttons, Card Carousel, Quick Replies, Text

            Enhanced SMS: Text

            Enhanced Apple Messages for Business: List Selector, Quick Replies, Text

            Enhanced LINE: Card Carousel, Buttons, Quick Replies, Text

            Bring Your Own Channel: Card Carousel, Buttons, List Selector, Quick Replies, Text

            Advanced (30 or more minutes).

            Requires flows.
            Time selector

            Prompt with a list of open time slots.

            Ideal for: Scheduling appointments. For example, ask customers to select a time for a service visit or delivery.

            Enhanced Chat: Buttons, Quick Replies, Text

            Enhanced WhatsApp: Buttons, List Selector, Text

            Enhanced Facebook Messenger: Buttons, Quick Replies, Text

            Enhanced SMS: Text

            Enhanced Apple Messages for Business: Time Selector, Quick Replies, Text

            Enhanced LINE: Text

            Bring Your Own Channel: Buttons, Time Selector, Quick Replies, Text

            Advanced (30 or more minutes).

            Requires flows and Apex.
            Auto-response

            Text or web page link that’s sent automatically in specific scenarios.

            Ideal for: Sending personalized greetings and goodbyes.

            Enhanced Chat: Web Page, Text

            Enhanced WhatsApp: Web Page, Text

            Enhanced Facebook Messenger: Web Page, Text

            Enhanced SMS: Web Page, Text

            Enhanced LINE: Web Page, Text

            Enhanced Apple Messages for Business: Web Page, Text

            Bring Your Own Channel: Web Page, Text

            		 Intermediate (about 10 minutes).
            Form

            List of secure fields for customers to complete.

            Ideal for: Generating records from customer responses, such as contacts or work orders.

            Enhanced Chat: Form, Text

            Enhanced WhatsApp: Flow, Text

            Enhanced Facebook Messenger: Text

            Enhanced SMS: Text

            Enhanced Apple Messages for Business: Form, Text

            Enhanced LINE: Text

            Bring Your Own Channel: Form, Text

            		 Intermediate (about 10 minutes).
            Notification

            Informational message, such as a delivery update.

            Ideal for: Notifying customers about case or order updates.

            Enhanced In-App Chat: Rich Link, Text

            Enhanced WhatsApp: External Template, Text

            Enhanced Facebook Messenger: Text, Media

            Enhanced SMS: Text

            Enhanced Apple Messages for Business: Rich Link, Text

            Enhanced LINE: Text

            Bring Your Own Channel: Rich Link, Text

            		 Advanced (30 or more minutes).
            Authentication

            Screen where customers enter login credentials for an authentication service such as Google.

            Ideal for: Verifying a customer’s identity.

            Enhanced Chat: Text

            Enhanced WhatsApp: Text

            Enhanced Facebook Messenger: Text

            Enhanced SMS: Text

            Enhanced Apple Messages for Business: Authentication, Text

            Enhanced LINE: Text

            Advanced (30 or more minutes).

            Requires Apex.
            Payment

            Request to complete a payment using Apple Pay.

            Ideal for: Gathering payments during Apple Messages for Business messaging sessions.

            Enhanced Chat: Text

            Enhanced WhatsApp: Text

            Enhanced Facebook Messenger: Text

            Enhanced SMS: Text

            Enhanced Apple Messages for Business: Payment, Text

            Enhanced LINE: Text

            Advanced (30 or more minutes).

            Requires flows and Apex.
            Custom

            External app embedded in a messaging session.

            Ideal for: Sharing an app with customers, such as your own mobile app.

            Enhanced Chat: Text

            Enhanced WhatsApp: Text

            Enhanced Facebook Messenger: Text

            Enhanced SMS: Text

            Enhanced Apple Messages for Business: External Application, Text

            Enhanced LINE: Text

            Bring Your Own Channel: External Application, Text

            		 Intermediate (about 10 minutes).

            If you add multiple formats to a messaging component, Salesforce uses the most suitable format while trying to respect your priority order.

            Example
            Example Create a question with options component with five options. Add the Buttons and Quick Replies formats, with Buttons as the highest-priority format. In a Facebook Messenger conversation, the component appears in the Quick Replies format because the Buttons format supports only three options. If the component includes only three options, the higher-priority format is used.
            Messaging component builder, with the Component Formats section of a component's settings highlighted

            Messaging Component Formats

            You can add the following formats to messaging components. The Text format is added by default.

            Format Description Appearance
            Authentication
            • Used for: Authentication components
            • Supported in: Enhanced Apple Messages for Business
            • Displays a link for the customer to log into an authentication provider to verify their identity.
            		 Authentication format
            Buttons
            • Used for: Question with options components, time selector components
            • Supported in: Enhanced Chat, enhanced WhatsApp, enhanced Facebook Messenger, enhanced LINE, and Bring Your Own Channel
            • Displays a text prompt and clickable button options. Enhanced WhatsApp and enhanced Facebook Messenger channels support up to 3 options, and LINE supports 4 options. Buttons can appear horizontally or vertically depending on the channel type and word length.

            For components sent by service reps or bots in enhanced WhatsApp channels, if a list option is over 24 characters, the option text is truncated in the Buttons format.

            		 Buttons format
            Card Carousel
            • Used for: Question with options components
            • Supported in: Enhanced Chat, enhanced Facebook Messenger, enhanced LINE, and Bring Your Own Channel
            • Displays a text prompt and up to 10 clickable option cards (in Enhanced Facebook Messenger) or up to 5 clickable option cards (in Enhanced Chat), each with an image and text label.
            		 Cars carousel format
            External Application
            • Used for: Custom components
            • Supported in: Enhanced Apple Messages for Business, Bring Your Own Channel
            • Displays a link to an external application or iOS extension.
            		 External application
            External Template
            • Used for: Notification components
            • Supported in: Enhanced WhatsApp
            • Displays a template message that was created and approved in WhatsApp Business Manager. Templates can contain interactive buttons to copy code, configurable buttons for static or dynamic URL, interactive reply buttons, or footers.

              When adding a document or video in the template header, use the RecordId parameter and ContentAsset object type.

            		 No image available.
            Form
            • Used for: Form components
            • Supported in: Enhanced Chat, enhanced Apple Messages for Business, Bring Your Own Channel
            • Displays a list of fields for customers to complete.
            		 Form screen in an Enhanced Chat session Form in Apple Messages for Business
            Flow
            • Used for: Form components
            • Supported in: Enhanced WhatsApp channels
            • Use rich, customizable fields to guide customers through a structured business interaction.
            		 WhatsApp Flow
            List Selector
            • Used for: Question with options components, time selector components
            • Supported in: Enhanced WhatsApp, enhanced Apple Messages for Business, Bring Your Own Channel
            • Displays a clickable text prompt that leads to a vertical list of up to 10 clickable options.
            • Displays option labels and their descriptions. Supported only in Messaging for WhatsApp and Apple Messages for Business.

            These limits apply to components sent by service reps or bots in enhanced WhatsApp channels:

            • If the question or title of a component is over 20 characters, the List Selector format can’t be used and the component appears in the next available format—usually, the Text format.
            • If a list option is over 24 characters, the option text is truncated in the List Selector format.
            • If the option description is over 72 characters, the text is truncated in the List Selector format.
            		 List selector
            Media
            • Used for: Enhanced link components
            • Supported in: Enhanced Facebook Messenger, Bring Your Own Channel
            • Displays a link name and image.
            		 Media format
            Payment
            • Used for: Payment components
            • Supported in: Enhanced Apple Messages for Business
            • Displays a link for the customer to make a payment using Apple Pay.
            		 Payment
            Quick Replies
            • Used for: Question with options components, time selector components
            • Supported in: Enhanced Chat, enhanced Facebook Messenger, enhanced Apple Messages for Business, enhanced LINE, Bring Your Own Channel
            • Displays a text prompt and clickable button options. Enhanced Facebook Messenger channels support up to 13 options. Buttons can appear horizontally or vertically depending on the channel type and word length.
            		 Quick replies format
            Rich Link
            • Used for: Enhanced link components, notification components
            • Supported in: Enhanced Chat, enhanced Apple Messages for Business, Bring Your Own Channel
            • Displays a link name and image.
            		 Auto response
            Text
            • Used for: All types of components
            • Supported in: All types of channels
            • Displays a customizable plain text version of a messaging component. The Text format is the default format for messaging components, and is used if the formats added to the component aren’t available or supported in a channel. The Text format of a messaging component is automatically added when you create the component, and uses formula templates to display the same text as other formats. For an SMS channel, the text can’t exceed 912 bytes.

            Here’s what the auto-generated Text format of a question with static options looks like in the Messaging Component Builder. Text format of a messaging componentWhen the component is sent in text format, customers see the question and options that you provided when you created the component:

            Where are you located?
Select an option:
California
Arizona
Nevada
New Mexico
Somewhere else
            Time Selector
            • Used for: Time Selector components
            • Supported in: Enhanced Apple Messages for Business, Bring Your Own Channel
            • Displays a prompt and a list of clickable time slots.
            		 Time selector
            Web Page
            • Used for: Auto-response components
            • Supported in: Enhanced Chat, Bring Your Own Channel
            • Displays a link name and URL.
            		 Web page format

            See Also

             
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