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Suggested Actions lets your AI agent present clickable reply options to users during conversations. Instead of long text responses, the agent asks short questions with suggested answers that users can click instantly, or type their own reply.

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Overview

When enabled, the AI agent can:
  • Ask clarifying questions with 2-4 clickable reply options
  • Guide conversations through progressive triage (multiple questions across turns)
  • Reduce drop-off by replacing long text responses with scannable button options
  • Let users type freely via a text input alongside the suggestions
Users always have the choice to click a suggestion for speed or type a custom response. They can also dismiss the suggestions entirely to return to the standard text input.

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How It Works

  1. A user sends a message to the AI agent
  2. The agent responds with a short question and suggested reply buttons
  3. The buttons replace the text input area at the bottom of the chat
  4. The user clicks a suggestion, types a custom reply, or dismisses the options
  5. The conversation continues, and the agent may ask additional qualifying questions
This creates a guided conversation flow that helps resolve issues faster without requiring human intervention.

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Keyboard Shortcuts

Users can select suggested actions using keyboard shortcuts for faster navigation:
  • Press 1, 2, 3, etc. to select the corresponding suggestion
  • Press Escape to dismiss the suggestions and return to the text input
  • When more suggestions are available than fit on screen, use pagination to see additional options

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Configuration

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Enabling Suggested Actions

  1. Go to AI Studio > Agents
  2. Select the agent you want to configure
  3. In the agent settings, find the Suggested Actions section
  4. Toggle Suggested Actions on
  5. Set the maximum number of suggestions per message (default: 4, maximum: 6)
  6. Save the agent

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Action Templates (Optional)

You can define template suggestions that the AI can use alongside its own generated options. This is useful for ensuring certain options (like “Talk to a human”) are always available. Each template has:
  • Label: The text shown on the button
  • Value: The message sent when clicked

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Use Cases

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Customer Support Triage

The agent asks “What can I help you with?” and offers options like:
  • “I have a question about my order”
  • “I need help with billing”
  • “I want to return an item”

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Progressive Qualification

The agent narrows down the issue across multiple turns:
  1. First question: “What area do you need help with?”
  2. Second question: “What specifically about your order?”
  3. Third question: “Can you share your order number?”

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Guided Troubleshooting

The agent walks users through diagnostic steps with suggested next actions at each stage.

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Interaction with Other Features

  • Follow-up Replies: When Suggested Actions is enabled, it replaces the standard follow-up replies feature for that agent
  • Conversation Starters: Suggested Actions works alongside conversation starters. Starters appear on the chat home page, while suggested actions appear during the conversation
  • Tool Calling: The AI agent can use suggested actions alongside other tools (like order lookup or ticket creation)