Insert & Start

Insert

Templates, Articles and Documentation live in the same Actions sheet as the AI Tools — tap the menu button beside the message box on a conversation to open it. All three only put something into your message box. None of them sends anything by itself, so you can still edit or delete what was added before you hit send.

Templates

Your organization's saved replies. Tap one and its text is added to whatever you've already typed — it doesn't overwrite it. Templates are created and edited on the dashboard; see Message Templates.

Articles

Your published help articles. Tap one and a link to it is added to your message.

Documentation

Your published documentation pages. Tap one and a link to it is added to your message, the same way as Articles.

When Articles or Documentation come up empty

Articles and Documentation both need two things from the brand — specifically the brand that owns the widget the visitor wrote in, not your organization as a whole:

• A public web address, set on the brand's Brand settings.
• A published knowledge base (for Articles) or a published documentation set (for Documentation).

If either one is missing, the sheet tells you plainly which — it deliberately does not list articles or pages whose links would go nowhere.

Start

Forms and Workflows start something directly in the visitor's chat, so the visitor sees it immediately. Tapping one asks you to confirm before it goes out.

Forms

Sends one of your forms into the conversation for the visitor to fill in.

Workflows

Starts a chatbot workflow in the conversation, which then runs its own steps with the visitor.

What is different from the dashboard

On the web, Insert and Start also open with keyboard shortcuts: / for Templates, ? for Articles, # for Documentation, ! for Forms, + for Workflows. There's no keyboard shortcut on a phone — use the Actions menu for all five instead. See the dashboard's Insert & Start article for the rest, including how the Forms list is built from your boards' intake forms.