Documentation

Insert & Start

Quickly insert content or launch automations during conversations using keyboard shortcuts or the dropdown menus.

Insert Button

The Insert button allows you to quickly add pre-written content or links to your messages.

Available Options

Templates /

Insert pre-written message templates into your current message. Templates help maintain consistent responses across your team.

Requires "Settings.MessageTemplates" permission. Contact your administrator if the Templates option is disabled.

Articles ?

Link to knowledge base articles the conversation's brand owns. Nothing has to be "connected" — the articles will be displayed as clickable links that open in a new tab for visitors.

Documentation #

Link to documentation pages the brand owns. Like articles, these appear as clickable links in your messages.

How to Use

  1. Click the Insert button or use the keyboard shortcuts
  2. Search through available items in the modal
  3. Select an item to insert it into your message
  4. Continue typing or send the message
Templates are inserted as plain text, while articles and documentation appear as HTML links.

Start Button

The Start button launches automated processes that run independently of your conversation.

Available Options

Forms !

Launch one of your boards' intake forms. The visitor sees an invite card — "(your name) would like you to fill this form:" — with one chip carrying the form's name, and taps it to open the form.

Requires the Forms feature (Tickets.Forms); without it the option is grayed out. The forms on offer are the intake forms of your boards, built at Communications → Tickets → (board) → Forms. Forms are also unavailable on Facebook Messenger and Instagram conversations, because there is no widget to render them in.

Workflows +

Start an automated chat workflow. Unlike regular conversations, workflows follow their programmed sequence and cannot be interrupted by your messages.

Requires the Chat workflows feature (Workflows). Workflows are built at Brand → (your brand) → Workflows, and each workflow belongs to one brand. The picker offers only the active workflows of this conversation's brand — minus any workflow marked as not usable on Facebook/Instagram when the conversation is a social one. A conversation with no chat widget behind it (some Facebook and Instagram threads) belongs to no brand, so there you get every active workflow in your organization. The mobile app's picker follows the same rule.

Starting a workflow ends any other workflow in this conversation that is still running or waiting for the visitor's answer — its buttons disappear from the visitor's screen.

How to Use

  1. Click the Start button or use the keyboard shortcuts
  2. Select the form or workflow from the modal
  3. The automation begins immediately for the visitor
  4. Continue your conversation normally (workflows run in parallel)
Once started, a workflow cannot be interrupted by your messages — only starting another workflow ends it. Make sure the visitor is ready before launching.
A workflow you start by hand runs even while you are assigned to the conversation. It is the automatic triggers — and the workflows a visitor starts from a Home screen button or a conversation starter — that are held back while an agent is handling the chat; the visitor's tap then arrives as an ordinary message. Only the ones you launch yourself get through.
If you type Japanese, Chinese or Korean, pressing Enter to confirm a character conversion doesn't send the reply — only a real Enter does.