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, which prompts the visitor to fill out information. The form runs automatically once selected.

Requires the Forms feature (Tickets.Forms, renamed from Automation.Form); without it the option is greyed out. The forms on offer are the intake forms of your boards, built at Communications → Tickets → (board) → Forms — there is no organization-wide Automation → Forms page any more. 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, renamed from Automation.Custom). Workflows are built at Brand → (your brand) → Workflows, and a workflow now belongs to one brand instead of being attached to widgets. The picker offers every active workflow in your organization regardless of which brand owns it — minus any workflow marked as not usable on Facebook/Instagram when the conversation is a social one.

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, workflows cannot be interrupted. 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 that stay suppressed while an agent is handling the chat — only the ones you launch yourself get through.
If you type Japanese, Chinese or Korean, pressing Enter to confirm a character conversion no longer sends the reply — only a real Enter does.