Live Chat workflows can guide website visitors through common requests without them having to type a long message. The Live chat interactive messenger action shows interactive buttons right inside a Live Chat conversation. Each button can send the visitor down a specific workflow branch or open an HTTPS link. A Timeout branch handles prompts that go unanswered. This guide covers how to set up interactive buttons, build workflow branches and review visitor selections in Conversations in ZipLeads.
What is Live Chat Interactive Messenger?
Live Chat Interactive Messenger is a ZipLeads workflow action. It sends an interactive card into a Live Chat conversation after a visitor sends a message.
The card supports a message, an optional image and up to five interactive buttons. Visitors can pick an option such as "Track my order", "Return / Refund" or "Talk to support" without typing their request.
Each button can either start a specific workflow branch or open an HTTPS link. The action also includes a Timeout branch for when visitors don't pick a workflow option within the waiting period you set.
You can use these selections to send follow-up messages, apply tags, assign contacts to users or run other supported workflow actions.
Key benefits of Live Chat Interactive Messenger
Interactive buttons give you a structured way to handle routine visitor requests. Instead of sorting every incoming message by hand, you can set up workflows that respond to the option a visitor picks.
One-tap visitor responses: Visitors choose from set options instead of typing out their request.
Automated conversation routing: Each action button gets its own workflow branch, so visitors go through the right follow-up process.
Flexible workflow actions: Send Live Chat messages, apply contact tags or assign users based on the option selected.
Self-service links: Add buttons that open HTTPS pages, such as a Help Centre or order information page.
Timeout handling: The workflow continues through a dedicated Timeout branch if the visitor doesn't make a selection in time.
Clear selection visibility: The visitor's selected button shows in Conversations, so your team can see the choice before replying.
Faster workflow setup: Start from the Chat Widget builder using a connected workflow or a Quick Workflow starting point.
Prerequisites and limitations
Before you set up Interactive Messenger, make sure your Live Chat and workflow are set up correctly. Knowing what the buttons can and can't do helps you avoid surprises.
Prerequisites
Use a Live Chat or All-in-One Chat widget set up for Live Chat interactions.
Set up and install the Chat Widget on the website where visitors will use it.
Have access to the Chat Widget and Workflow Builder areas in your account.
Set up a Customer Replied workflow trigger for the relevant Live Chat widget.
Have an HTTPS destination URL ready for any button that opens a website.
Supported capabilities and limitations
Maximum buttons: Each interactive card supports up to five buttons.
Optional images: Supported image formats are JPG, PNG and WEBP.
Image sources: Upload images from your computer or choose them from the Media library.
Button behaviours: Buttons can run workflow actions or open HTTPS links.
Workflow branches: Each action button has a matching branch on the workflow canvas.
Timeout: A separate Timeout branch runs when the waiting period ends without a qualifying selection.
Single action selection: Only the first workflow branch button selection is accepted. The other workflow branch buttons become unavailable after that.
Link buttons: Website link buttons stay clickable after a workflow branch button is selected.
Message trigger: The interactive card appears after a visitor sends a message that starts the workflow.
Important: The button-selection timeout is different from the Chat Widget's general inactivity or chat-closure settings.
How to set up Live Chat Interactive Messenger
You can set up Interactive Messenger from the Chat Widget builder or directly in the Workflow Builder. Both methods create a workflow that sends an interactive card and responds to the visitor's selection.
The Chat Widget builder gives you a shortcut to a workflow linked to the selected widget. The manual method lets you set up the trigger and action yourself in the Workflow Builder.
Set up from the Chat Widget builder
The Chat Widget builder is the quickest way to get from a specific widget to its interactive workflow. It's handy when you're adding automated responses to an existing Live Chat setup.
In your account, select Sites in the left-hand menu.
Select Chat Widget.
Open the existing Live Chat or All-in-One Chat widget you want to set up.
In the widget builder, select the Chat window tab.
Expand the Interactive buttons section.
Click Configure Interactive Buttons.
In the Automate your chat widgets window, choose how you want to start:
Support Triage: Start from a workflow designed for common support requests.
Lead Qualification Menu: Start from a workflow designed to route visitors based on their responses.
Create your own workflow: Open a workflow linked to the selected widget, with the Customer Replied trigger and Live chat interactive messenger action already added.
Select Create your own workflow to build a custom interactive card.
In the Workflow Builder, find the existing Customer Replied trigger and Live chat interactive messenger action.
Open the Live chat interactive messenger action to set up its message, image and buttons.
Note: When you use Create your own workflow from the Chat Widget builder, the trigger and interactive action are already added. You don't need to add them again.
Set up from the Workflow Builder
You can set up Live chat interactive messenger directly from the Workflow Builder. This lets you add interactive buttons to a new or existing workflow without starting from the Chat Widget builder.
In your account, go to Automation → Workflows. Click Create Workflow to start a new workflow, or open an existing one. If you're creating a new workflow, follow the prompts to open the builder.
Next, click + Add New Trigger and select Customer Replied. Give the trigger a recognisable name, then click + Add Filters to choose which Live Chat conversations should start the workflow.
Set the filters based on your widget type:
Live Chat widget: Set Reply Channel to Live chat, then use Live chat is to select the specific widget.
All-in-One Chat widget: Set Reply Channel to All-in-One Chat, choose the right option under Chat Type is (Chat Widget or Live Chat), and select the widget using Chat Widget is or Live Chat is.
When the trigger is set up, click Save Trigger. On the workflow canvas, click the + icon where you want to add the next action and select Live chat interactive messenger.
Open the action to set up your message, optional image and interactive buttons.
Set up the message, image and buttons
The Live chat interactive messenger action lets you customise the message visitors see, add an optional image and offer clickable buttons to guide their next steps.
In your account, go to Automation → Workflows and open the workflow you want to set up. On the workflow canvas, click the Live chat interactive messenger action to open its settings. You can change the ACTION NAME to make the action easier to find.
Start by typing your question or greeting in the MESSAGE field. For example, "Hi! How can we help you with your order today?" To include an image, go to IMAGE and choose System upload to add a JPG, PNG or WEBP file, or select Media library to use an existing image.
Next, scroll to the Buttons section and enter the text you want visitors to see in BUTTON LABEL, such as "Track my order". Under ON CLICK, choose what happens when someone selects the button:
Perform actions: Sends the visitor down the matching workflow branch, where you can set up follow-up actions.
Open website URL: Opens an HTTPS link that you enter in the WEBSITE URL field, such as https://example.com/help.
To offer more choices, click + Add button and set up each extra button the same way. You can include up to five buttons in a single interactive card.
When everything looks right, click Save action to save your settings.
Example interactive card
Message: "Hi! How can we help you with your order today?"
Button Label | On Click | Intended Outcome |
Track my order | Perform actions | Start the order-tracking workflow branch |
Change my order | Perform actions | Start the order-change workflow branch |
Return / Refund | Perform actions | Start the return or refund workflow branch |
Talk to support | Perform actions | Start a support-routing branch |
View Help Centre | Open website URL | Open an HTTPS help page |
These labels are just examples. Set up the actual workflow steps and website links for your business.
Set up button branches and timeout
Each button set to perform actions gets its own workflow branch, so you can automate what happens based on the visitor's choice. The Timeout branch is a fallback for when the visitor doesn't respond within the waiting period.
In your account, go to Automation → Workflows and open your workflow. Select the Live chat interactive messenger action, set how long the workflow should wait for a visitor's response, and click Save action.
On the workflow canvas, you'll see separate branches for your action buttons, plus a Timeout branch. Click the + icon under a button branch to add the action you want to run when that option is selected. For example, you can:
Send live chat message: Send a follow-up message based on the visitor's choice.
Add Tag: Apply a tag to categorise the visitor's request.
Assign to User: Route the contact to a team member for help.
Set up and save each action, then repeat for the other button branches.
For the Timeout branch, click + and add the action that should run if the visitor doesn't pick an option in time. For example, you can send a follow-up Live Chat message or assign the contact to a team member.
When all branches are set up, check each workflow path to make sure visitors go to the right next step before you publish.
Tip: Use clear button labels and workflow action names so your team can easily tell each routing path apart.
Publish and test the workflow
Before you make your interactive workflow live, test it to make sure the buttons display correctly and each selection runs the right action. You can also check the visitor's selection in Conversations.
In your account, go to Automation → Workflows and open your workflow. Check that the Customer Replied trigger, Live chat interactive messenger action and button branches are set up correctly. When everything is ready, set the workflow to Publish.
Next, visit the website where your Chat Widget is installed and open the chat. Send a test message, such as "Hello", to start the workflow. The interactive card should appear with your message, optional image and buttons.
Test each button behaviour to make sure everything works:
Perform actions: Select a button and check that it becomes highlighted while the other workflow branch buttons become unavailable. Check that the matching workflow branch runs the right actions.
Open website URL: Click a link button and check that it opens the right HTTPS page.
Timeout: Start another test without selecting an option. When the waiting period ends, check that the workflow follows the Timeout branch.
Finally, go back to your account and select Conversations from the left-hand menu. Open the Conversations tab, find the test conversation in the Team inbox, and select it to see the visitor's recorded button selection.
Understand button selections in Live Chat and Conversations
Interactive Messenger shows the visitor's selection in both the chat and Conversations in ZipLeads. This stops more than one workflow branch from running and gives your team context when they take over.
What visitors see
Before a selection, the card shows its buttons.
When the visitor selects a workflow branch button, that button becomes highlighted.
The other workflow branch buttons on that card become disabled.
Website link buttons stay clickable.
The visitor can't start a second workflow branch from the same card.
What team members see
In Conversations, the interactive card shows the selected button.
Team members can check the recorded selection when replying to the conversation.
The selected option gives context about what the visitor first asked for.
Frequently Asked Questions
Q: Do I need Conversation AI to use Live Chat Interactive Messenger?
A: No. Live chat interactive messenger is a workflow action set up in the Workflow Builder. Conversation AI Rich Elements Support is a separate feature with its own settings.
Q: Can a card have both workflow buttons and website links?
A: Yes. You can set each button to perform workflow actions or open an HTTPS link. Each action button uses its own workflow branch.
Q: Can I create an Interactive Messenger workflow without using a Quick Workflow?
A: Yes. You can select Create your own workflow from the Chat Widget builder, or set up the trigger and action directly in Automation → Workflows.
Q: Can I route a visitor to a team member after they pick a support option?
A: Yes. Add an assignment action, such as Assign to User, to the matching button branch to route the contact to the right team member.