Custom button

A Custom button gives your agent a one-tap next step to offer the customer. You set the button's label and the link it opens, and your agent shows it in the conversation when it helps, for example Track my order once a customer asks where their parcel is, or See pricing when they're ready to compare plans.

Buttons are quicker for the customer than typing, and they take them straight to the right page on your website.

Before you start

• You need to be a workspace owner or admin.
• Each custom button counts toward your plan's action limit. See Plans and limits.

Set up a custom button

1. 1

   Add the action

   Go to Actions and click Add action. Choose Custom button and click Continue.

2. 2

   Name it and write the instructions

   Give the action a Name. In Instructions, describe when your agent should offer the button. The starter instructions tell it to offer the button when it gives the customer a faster next step than typing, and to keep answering their question in the same reply.

3. 3

   Set the button label

   Under Button, enter the Button label the customer sees, such as "Track my order". Keep it under 40 characters, because channels cut off long labels.

4. 4

   Set the link

   Enter the Link the button opens, such as https://yourcompany.com/orders. It must start with http:// or https://.

5. 5

   Create the action

   Click Create action.

What the customer sees

When your agent decides the button helps, it adds it to its reply. The customer taps it and the link opens. The agent still answers the customer's question in its message, so the button is an extra shortcut, not a replacement for a reply.

How the button looks depends on the channel. It appears as a button on your website widget and on every social channel OrbitBase supports.

Adding details to the link

If you add Details to collect, the agent asks the customer for them before showing the button, and adds them to the link as query parameters. Each detail's key is its name in lower case, with spaces replaced by underscores.

For example, with a link of https://yourcompany.com/orders and a detail called Order number, the button opens https://yourcompany.com/orders?order_number=1042.

This is useful for pre-filling a form or opening the right page directly.

Custom button or custom action?

Troubleshooting

The card says Needs setup

The button needs both a label and a valid link starting with http:// or https://. Click Finish setup and fill in the Button section.

The agent offers the button too often, or never

Adjust the Instructions to describe exactly when the button helps, then try it in the Playground.

Next steps