The content blocks available within your bot will vary based on your package. This article has been designed to provide you with a brief overview of each of the blocks included in the Lite plan, as well as introduce you to some of the more advanced blocks that you might consider adding to your bot in the future.
For more on how to incorporate blocks from the block bar in your answers, please see here: Content Building Blocks
The text block is used to interact with chatters through text. When a chatter is interacting with the bot, each text block will be displayed as a single chat bubble. Each text block has a limit of 320 characters, and although an answer can have unlimited text blocks stacked on top of each other, we recommend you keep each text block and answer as short and simple as possible. Depending on the persona of your bot, you may choose to add emojis and format your text blocks with line breaks and tabs.
A shuffle block helps keep your bot’s content fresh and gives your bot additional personality. You can add as many variations of the same theme as you would like, and the bot will randomly select one to surface to a chatter each time they reach that answer.
We recommend using a shuffle 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 answer or different apologies in the Negative Review answer will prevent the conversation from becoming robotic.
Content variations within a shuffle block behave the same as text blocks and support emojis and formatting. You want to refrain from including essential information in a shuffle block as only random chatters will get the important message.
A link block behaves like a hyperlink on a webpage. This can be useful if you want to link the chatter to a more in-depth support article, or need to direct your chatter to a specific website or online form.
|URL|| destination URL, email address, or phone number
- for email -- mailto:firstname.lastname@example.org
- for phone number with country code -- tel:+11234567890
- for phone number without country code -- tel:1234567890
(A country code is not required if the dialler is in the same country as the phone number.)
|Link Text||what the chatter sees|
|Alt Title||this field is used to provide chatters using screen readers with an alternate title for the link (ex. This link is for...)|
|Generate Preview|| ON - the link's description will be automatically created
OFF - allows you to customize the link preview as you wish
|Open in New Window|| ON - link opens in a new browser window
OFF - link opens in the current browser window
|Count as Handoff|| ON - link message is counted as a handoff in the analytics view (useful if you are sending the chatter to a webpage to escalate their query and you would like this reflected in your analytics view)
OFF - link message is not counted as a handoff in the analytics view
When Generate Preview is toggled off, the following additional fields will be provided for you to customize the link preview as you would like.
|Title||title of the webpage|
|Icon||will be included as a small image within the chat bubble|
|Description||short sentence describing the page you are linking to|
A picture block allows you to include an image in an answer provided to your chatter. You can provide a URL that links to an image, or upload a JPG, GIF, SVG or PNG file directly from you computer. You can also choose to provide an alternative text for the image to accommodate chatters using screen readers.
In the chatter view, images will be sized to the chat window, and can be expanded with a simple click.
A video block allows you to include a video in an answer provided to your chatter. You can provide a URL that links to a YouTube or Vimeo video, or upload an MP4 file directly from your computer. You can also choose to provide an alternative text for the video to accommodate chatters using screen readers. 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.
Capture blocks allow you to personalize your bot by creating flexible, customized conversations through the collection of chatter information. These personalized bits of captured information are saved as variables and can be reused in answers, allowing you to create a tailored chat experience.
For more information on how to set up a capture block in your answer, please see this dedicated article: Capture Block & Variables
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 email@example.com.
- Follow Up Message
Once a chatter has provided a valid email address they will be provided with the text in this field.
A web block is similar to a link block in that it will link the chatter to an external webpage, but a web block allows you to customize the width and height of the window that opens.
Simply insert the destination URL into the Window URL field, and customize the Message Text and Button Label as you would like the chatter to see them. Include the Width and Height in pixels of the opening window, and toggle on Count as handoff if you want the clicking of the link to be counted as a handoff in the analytics view (useful if you are sending the chatter to a webpage to escalate their query and you would like this reflected in your analytics view).
The Ada Glass Zendesk integration provides your customers with a frictionless experience that instantly escalates them from instant chatbot to live agent, without any steps in between. Chatters begin conversations with Ada’s automation, and if required, invite agents to join the chat to support the customer - all within the same interface.
For more information on configuring an Ada Glass Zendesk integration, please see this dedicated article: Ada Glass - Zendesk
The satisfaction block allows you to track performance metrics based on CSAT and NPS, by sharing surveys that capture qualitative and quantitative responses. With this information at your fingertips, you can pivot in an instant and improve performance.
For more information on configuring an Ada Glass Zendesk integration, please see this dedicated article: Satisfaction Survey
In addition to the blocks included in the Lite plan, Ada has a number of advanced blocks that you might consider adding to your bot in the future. A brief overview of each of these is provided in this section. If you are interested in exploring any of these great features in more detail, please reach out to your Ada Account Executive for more information.
Scheduled blocks allows you to configure your answer in such a way that predefined answers will be provided to the chatter based on a pre-set schedule. This is a great feature if, for example, your live chat agents only work for part of the day, you can use the scheduled block to handoff to a live agent during operating hours or handoff to an email ticket outside of operating hours.
For more information on using scheduled blocks within your answers, please see this dedicated article: Scheduled Blocks
Conditional block provide you with the tools to deliver the right message, to the right customer, at the right time – before they even ask. They make it simple for non-technical teams to build authentic automated experiences with deeply customized content that is tailored-made to each customer’s information, interest, and intent.
Examples of when you might choose to utilize this robust tool are to alert customers of important information as soon as it arises (ex. data usage, flight delays, or insufficient funds), treat your loyal customers with extra care by providing them with exclusive promotions, or engage customers with upsells based on their behaviour, interests, and account information.
For more information on configuring conditional blocks, please see this dedicated article: Segmentation and Conditionals
Sign In & Sign Out
The sign in and sign out blocks form the framework of Ada's authentication feature. Authentication allows your customers to sign in to their account through the chatbot and verify who they are. This allows you to provide them with a more detailed and personalized experience, providing account-specific information that is only available once the customer has logged in.
For more information on configuring authentication and sign in and sign out blocks, please see this dedicated article: Authentication
The redirect block allows you to transfer chatters from the current answer to a predetermined answer of your choosing without requiring customer input. Using this feature will ensure your customers have a guided experience when navigating the bot. Some examples of when you might utilize this feature are when using a conditional block and redirecting a chatter based on their response, reducing the amount of content you create in the bot dashboard, or providing your customers with different support options depending on their account type.
For more information on using redirect blocks within your answers, please see this dedicated article: Redirect Block