Answers

This section outlines how to create and manage bot answers in ViaSay, including text bubbles, web links, images, quick replies, and automatic transitions.

Text Bubbles

Text bubbles are the primary messages sent by the bot. They support emojis and variables for dynamic content.

Web Links

Web links are displayed as buttons and support http(s), mailto, SMS, and tel formats. You can add up to 3 buttons per answer. Note that adding a web link disables the option to insert an image.

Images

Images can be added via external URLs or variables. Only one image can be added per answer, and doing so disables web link buttons. On the user side, images appear after all text bubbles and can be enlarged in a pop-up.

GIFs

To add a GIF to the Flow Builder:

• Click on Add an image.
• Paste the GIF link into the Source URL field.
• Add a description in the Alt text field to ensure accessibility.
• Click Confirm to save your configuration.

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ATTENTION! This feature is also available on the Advanced Builder.

To add a GIF in the Advanced Builder:

• Create a template.
• Go to Image.
• Select Predefined Image from the dropdown menu.
• Insert the GIF link into the designated field.
• Click on Preview to preview your configuration

Quick Replies

Quick replies provide users with options to navigate through the conversation. Each quick reply must link to a subsequent step to be functional.

Quick replies are optional: an Answer step without quick replies connects to the next step with an automatic transition (see below).

Automatic Transitions

When an Answer step has no quick replies, it can connect directly to the next step with an automatic transition: the bot sends its messages and immediately continues, without waiting for the user to click.

• Creating one: add the next step directly from the Answer step on the canvas. When the step has no quick replies, the connection is an automatic transition.
• Removing the last quick reply: if it points to a step, the link is converted into an automatic transition and the following steps are preserved. A confirmation appears: Quick reply removed, the next step now follows automatically.
• Adding a quick reply: the automatic transition is converted back into a quick reply pointing to the same step.
• One mode at a time: an Answer step either offers quick replies or continues automatically — never both.

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Several answers in a row

With automatic transitions, a single user message can trigger a whole sequence of steps — for example confirm the request, call an API, then share the result in a second Answer step.

Advanced Settings

• Go Back Button: Allows users to return to a previous step.
• Satisfaction Rating (CSAT): Enables tracking of customer satisfaction, viewable in the Analytics section.
• Deflection Tags: Categorize conversations into action or information deflection, helping to measure how well the bot resolves queries without human intervention.

Status

This section provides insights into the accuracy of your configuration. Any errors, such as missing mandatory parameters, will be displayed here for your attention.