Table of Contents
- The Block Bar
- Inserting Content Blocks
- Copying & Pasting Content Blocks
- Content Block Types
Answers in Ada are built using content blocks that provide your customers with a rich chatbot experience. Each block acts as a single bubble in the chat, and can be combined in infinite ways to create answers tailored to your audience.
The Block Bar
All answer blocks can be found in the Block Bar located on the right side of your browser window. The Block Bar remains visible as you scroll through the page and is divided into three parts:
Inserting Content Blocks
From the Block Bar, click and hold an Answer Block, then drag it to the left and drop it into the Answer Editor section in the middle of the page. You will hear a snap noise indicating that the block has successfully been added as an answer component.
You can use the drag-and-drop feature of the Ada Answers dashboard to begin putting your answers together. You can also double-click any content block, and it will be added underneath the most recent block you’ve edited.
Collapsing All Blocks in the Answer Editor
If you find that it take a long time to scroll through answers in the Answer Editor when they contain several blocks, each with a lot of data within them, you can use the following shortcut to collapse all of the blocks with in the Answer Editor.
- For Mac: hold Command + click on collapse icon on top right of any block
- For PC: hold CTRL + click on collapse icon on top right of any block
This shortcut will assist you in better navigating answers, as well as providing a quick overview of an answer without scrolling.
Copying & Pasting Content Blocks
Reusing Content Blocks is as simple as copying and pasting. You can paste blocks into an existing Answer, a new Answer, or even another bot!
Here’s how to do it:
- Click the title bar of a block. A blue outline shows it is selected.
Note: To select multiple blocks, hold the Command (Mac) or Control (Windows) key while selecting the blocks you want to copy.
- At the bottom of the block, click Copy.
- Open the target Answer in which you want to paste the block.
- In the target Answer Content field, move your cursor to the desired position for the block. A grey dashed line will appear.
- Click the dashed line to select the paste position. The line will change to solid blue.
- Click Paste.
- If you’re copying a block with variables, you will need to recreate the variables once you’ve pasted the block in place.
Content Block Types
There are many different types of content blocks. Let's take a look at the most commonly used blocks.
Text Message Block
The text block is used to interact with chatters through text. A single text block acts as a single chat bubble in the chat. Each text block has a 320 character limit, and an answer can have unlimited text blocks stacked on top of each other, but we recommend you keep each text block and answer as short and simple as possible.
You can add emojis and format with line breaks and tabs to give your text blocks some personality 😎
Shuffle Message Block
A shuffle block helps keep your bot’s content fresh! Add as many variations as you’d like, and the bot will randomly select one to send to a chatter each time they reach that answer. Content variations in the shuffle block act the same as text blocks, and can handle emojis and formatting.
We recommend using this message block in answers that are likely to show up repeatedly in a single conversation. For example, adding a shuffle block with different versions of hi or hello in the Greeting or different apologies in the Negative Review answer will give your bot more personality and prevent the conversation from becoming robotic.
Refrain from including essential information in a shuffle - only random chatters will get the important message!
Link Message Block
A link block acts very similar to a hyperlink on any given webpage. This can be useful if you want to link to a more in-depth support article, or are directing your chatters somewhere online.
Drag the link block into your answer, and paste in your destination URL. The URL field can accommodate web addresses, as well as emails and phone number. Include the following code to link to email addresses:
and the following to link to phone numbers with an area code, and without, respectively:
A country code is not required if the phone number is in the same country as the dialler.
The Link Text field is what appears to users, whereas the Alt Title appears when you hover over the link: this is helpful for chatters using screen readers.
You are able to toggle Generate Preview on or off - when off, you can customize the link preview yourself. The Title field is the title of the page, the Icon will be used in the chat bubble as a small image, and the Description is a short sentence describing the page.
Link messages can also be counted as handoffs in the analytics view by toggling Count as Handoff on. If you require a chatter to go to a webpage in order to escalate their query, this feature will help keep track of those interactions in your bot's analytics.
The link can also be opened in the same or separate browser window depending on your preferences!
Picture Message Block
A Picture content block allows you to link to an image or upload it directly from your files. This content block can accommodate JPG, GIF, SVG or PNG, and includes an alternative text field.
In the chatter view, images will be sized to the chat window, and can be expanded with a simple click!
Video Message Block
Like the Picture block, the Video block allows you to link to a video or upload it directly. You can either upload an MP4, or use a YouTube or Vimeo link!
Videos will play right in the chatbot window.
Please note that some YouTube videos do not allow embedding. If this is the case, the video's setting in YouTube need to be adjusted by the account owner before video can be embedded in the answer by way of a video block.
Web Window Block
A Web Window is similar to a Link block, except it allows you to customize the width and height of the corresponding window that opens.
Add the destination URL into the Window URL field, and customize the message and button text that will be presented to the chatter. Make sure to include the height and width dimensions of the window (in pixels) to get full use of this feature!
The Web Window block also has a Count as Handoff toggle, similar to the Link block. Toggle this on if you would like to consider all link clicks for this block as a handoff in your analytics.
The Email Block is a basic handoff option that sends a chat transcript to your support email queue. This is a simple but effective method for handing off a chatter.
The Email Block is added to an Answer the same way any other block is, and once added, the following fields can be personalized:
- Prompt for Email
Providing an email address is crucial in order to ensure that the support team can reply to the chatter once an email handoff has taken place. You can change the messaging in this field to better align with your bot’s persona.
- Your Support Team’s Email
This is the email address that the email handoff will be sent to, so likely your support team’s email address.
- Email Subject Line *only available for personalized bots*
For clients with personalization features enabled, you can now customize the subject line of the emails generated by your bot via the Email Handoff Block.
Without this feature enabled, emails generated by the Email Handoff Block are sent with a subject line that follows this formula: [bot name] Support Ticket - [chatter email].
With the upgrade, you will be able to customize the subject line for each Email Handoff block including variables.
Example: if a chatter has gone through a password reset flow and needs more help from your support team, you can set the email subject line to “Password reset request from [chatter name] [chatter email]”.
- Time savings for agents, since they’ll know exactly what a ticket from Ada is about before opening the email
- Improved customer experience with a more relevant subject line
- Depending on your ticket platform, you may be able to route or prioritize new tickets based on the subject line - for example, you might mark sales inquiries and requests from VIP customers as high priority
- Once this feature has been enabled on your bot, all subject lines will automatically default to “[your bot name] Support Ticket”
- You will need to manually update the subject line in each of your Email Handoff blocks if you wish to customize them -- Note: you can easily pull up all answers that contain an Email Handoff block by searching <block:email> in the Answers View
Note: If you are interested in upgrading your bot to allow for this functionality, please reach out to your ACX Consultant, Account Manager, or firstname.lastname@example.org.
- Follow Up Message
Once a chatter has provided a valid email address they will be provided with the text in this field.
You can review a full list of Block functionality in our Build section.
For any additional questions, contact your ACX Consultant, Account Manager or email us at: email@example.com