Up to three buttons the agent offers when the conversation calls for them — you write the button, the agent picks the moment.
Custom buttons are shortcuts you want visitors to be able to take: book a demo, open pricing, start a trial, read a guide. You define up to three, and the agent decides which one — if any — fits the reply it is about to send.
Open Capabilities, then Custom buttons.
This replaced the old single "Primary call to action". If your agent had one configured, it was carried over as your first button; nothing was lost.
Writing a button
Each button has:
- Label — the text on the button. Required.
- URL — where it goes. Required. Must be
https:,mailto:ortel:. - Title and Description — optional. Supply them and the button renders as a full card with a headline and a line of explanation. Leave them out and it renders as a compact pill.
- Icon — optional, from a fixed set: Calendar, Chat, Email, Phone, Pricing, Features, Docs, Demo, Shop, Document, Support, Link.
- When to suggest — optional but the most valuable field on the page. See below.
The preview beside the editor is the real widget component under a real theme, so what you see is what a visitor gets.
"When to suggest" is the trigger
There is no timing rule. The agent is the trigger: it is shown your buttons along with whatever you wrote in When to suggest, and it picks one when the conversation matches.
Write that field as an instruction to a colleague:
- "When someone asks about price or plans"
- "When someone wants to see the product before committing"
- "Only when the visitor mentions migrating from another tool"
Leave it blank and the agent has only your label to go on, which usually means the button appears less often than you would like.
Only one button can appear per reply, and never on a turn where the agent is already showing a form, a scheduler or product results — those answer the question the visitor actually asked. A button is an offer, not an interruption.
What a visitor sees
A full-width card whose whole surface is the link — icon, headline, description, and a trailing arrow — or a compact pill if you only set a label and URL. Either way it takes its colour from your brand, and it is restored if the visitor comes back to the conversation later.