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User suggestions are clickable chips that appear in the chat widget before the user types anything. They give users one-tap access to common questions and actions — no typing required.

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Setup

1

Open the dashboard

Go to Agent → Suggestions.
2

Add suggestions

Click Add Suggestion and fill in:
3

Save and preview

Click Save Changes. The live preview on the right shows exactly how the chips will appear in your widget.

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How It Works

  1. You configure suggestion chips in the dashboard
  2. The widget loads and displays them as clickable buttons above the input
  3. When a user clicks a chip, the message is sent to the agent as if the user typed it
  4. If the message field is empty, the label text is sent instead

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Best Practices

Keep labels short

2–4 words work best so chips don’t wrap on mobile (e.g., “Track order” instead of “I want to track my order status”)

Use specific messages

The label is what users see; the message is what the agent receives. Use the message field for detailed prompts the agent can act on

Cover common questions

Look at your most frequent conversations in Activity and turn them into suggestions

Limit to 3–4 chips

Too many options cause decision fatigue. Focus on the most valuable actions

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Examples

Here are some suggestions for different use cases:

Actions

Enable agent capabilities

Embed Widget

Full widget setup guide