Introducing Custom Button: A New Way to Guide Users Through Conversation

When people interact with an AI agent, the conversation often leads to a decision point—book a call, reach a human, open a link, or move forward with an action.

Until now, these moments depended on text instructions or manual steps from the user.  With the new Custom Button agentic action, your agent can now provide a direct, interactive pathway by displaying user-defined buttons inside its responses.

This feature gives you complete control over when a button appears, what it says, and where it leads. Each button follows your agent’s primary color for visual consistency, and every detail—from the use case to the trigger condition—can be precisely defined. 

The result is a more guided, predictable user experience that moves seamlessly from conversation to action. Custom Button is available on Premium plans and comes at no additional action cost.

A New Layer of Interaction Inside Your Agent’s Responses

The Custom Button action introduces a new type of interactivity within your agent’s messages. Instead of relying on text links or expecting users to locate the next step themselves, your agent can now present an actionable button exactly when it’s needed.

You define the purpose of the button, choose the condition under which it should appear, write the button copy, and specify the destination. Once configured, the agent inserts the button dynamically during conversations, based on your rules.

Because the button automatically uses the agent’s primary color, it blends naturally into your existing brand environment. This helps maintain visual consistency.

You can find button analytics in Links & Sources, or set them up through a Custom Integration (CI). The feature is designed to support a wide range of scenarios, from human hand-off to scheduling and custom flows, without requiring additional scripting or styling.

Building Buttons That Match Your Workflow

Every organization has different paths they want users to take during a conversation. The Custom Button feature allows you to define those paths explicitly, creating a structured way for users to move from AI-driven exchanges to the next appropriate action.

Custom Button supports three built-in use cases:

Human hand-off

Useful when users need help from a real person or when the agent detects frustration, confusion, or direct requests for support. The button provides an immediate way to contact a human without interrupting the conversation flow.

Book a call

Ideal for situations where users ask about demos, pricing, or next steps that normally lead to scheduling. Choosing this use case helps the agent treat the button as part of a natural follow-up in moments of high intent.

Other (custom)

If your workflow doesn’t fall into the two predefined categories, you can create your own purpose. This could be anything—opening a portal, requesting a quote, accessing a form, or initiating a process. The agent treats this as a general call-to-action and displays it based on your chosen trigger.

These use cases exist to give you flexibility and to ensure the button appears naturally instead of feeling forced into the conversation.

How the Agent Decides When to Show a Button

Buttons should appear when they’re relevant—not constantly, and not randomly. To support this, the Custom Button feature offers specific trigger conditions that determine when the agent includes the button in its response.

You can choose one of the following triggers:

Every message

The button appears in every agent message. This is helpful when you want continuous visibility for a key action, such as booking a call or opening a form. It ensures users always have access to the next step regardless of the conversation topic.

I’m sorry message

The button appears only when the agent apologizes—often due to low confidence, missing information, or an inability to fulfill a request. This trigger is well-suited for Human hand-off or any situation where users may need additional assistance after an unsatisfactory response.

When user asks for a human

The button appears only when the user explicitly requests human assistance. This keeps the conversation clean and minimal until a clear signal appears from the user asking for direct support.

Each trigger defines how the button integrates into the exchange and helps maintain a natural rhythm between AI assistance and guided actions.

Shaping the Button’s Purpose and Destination

Once you’ve chosen a use case and trigger, you define the button’s details:

Button copy

This is the text displayed on the button. Clear, concise wording works best, since it communicates the action directly. Examples include “Book a call,” “Talk to support,” or any label that aligns with your purpose.

Destination

This defines where the user goes when they click the button. Supported destinations include:

• A URL (such as a booking page, form, or portal)
• An email address
• A phone number

You can tailor the button to any workflow you already use. Because the destination is under your complete control, the button can lead users to the exact resource you want them to access.

How the Agent Decides When to Show the Button

Once the feature is enabled and a button is configured, the agent follows a simple decision process:

1. The user sends a message.
2. The agent checks whether the message meets the trigger condition you selected.
3. If the condition is met, the agent displays the button directly beneath its response.
4. If the condition is not met, the agent responds normally without displaying the button.
5. When the user clicks the button, they are taken to the destination you provided.

You can create multiple buttons, each with its own use case and trigger. The agent evaluates each one independently, ensuring that buttons appear only in the situations you’ve defined. This mechanism ensures that the conversation remains natural and that the button displays only when it makes sense within the user’s journey.

Setting Up a Custom Button for Your Agent

Configuring a Custom Button takes only a few steps.

1. Open the Actions menu

Click the three dots (⋮) next to your agent and select Actions.

2. Enable the Custom Button action

Scroll through the list of available actions until you find Custom Button, then toggle it on.

3. Choose the button’s purpose

Select the intended use case:

• Human hand-off
• Book a call
• Other (your custom purpose)

4. Select when the button should appear

Choose one trigger condition:

• Every message
• I’m sorry message
• When user asks for a human

5. Add the button text

Enter the copy that will appear on the button itself.

6. Add the destination

Provide a URL, email address, or phone number that users will be directed to upon clicking the button. 

7. Save your configuration

Click Create Custom Button. The button is now active, and the agent will display it according to your defined rules.

Understanding How Users Interact With Your Buttons

Tracking how often users see and click your buttons can help you understand how well your chosen triggers and copy are performing. All Custom Buttons include built-in usage metrics, available directly from the agent’s Actions page. Button usage metrics include:

• Buttons displayed: how many times the agent has shown the button.
• Buttons clicked: how many times users have interacted with the button.

These numbers update automatically as conversations occur, giving you a simple overview of engagement.

Examining Interaction Patterns in Customer Intelligence

For deeper insight, you can view Custom Button activity within the Customer Intelligence modal. This area shows how users interacted with buttons across different conversations, which can help you:

• Identify which buttons receive the most engagement
• Understand patterns in user behavior
• Decide whether your triggers or copy need adjustment

This view is useful for analyzing how buttons support your broader conversational goals.

Reviewing Link Activity on the Links & Clicks Page

Because Custom Buttons function as interactive links, their performance also appears in the Links and Clicks page. This page shows:

• How often each link was displayed
• How often each link was clicked
• Which users interacted with it

It provides a consolidated look at link-related behavior across your agent’s responses, including Custom Buttons.

Looking Ahead

While Custom Button already enables flexible, user-defined paths inside conversations, more enhancements are planned. Future updates will introduce:

• Additional predefined use cases
• More trigger options
• Expanded customization for button appearance

These additions will build on the existing feature and provide even more control over how buttons fit into your workflows.

Conclusion

The Custom Button agentic action adds a practical, flexible way to guide users from conversation to meaningful action.

By defining the purpose, trigger, text, and destination, you create a controlled experience that fits seamlessly into your existing processes. Whether the goal is scheduling a call, handing off to a human, or directing users to a custom destination, the feature provides a straightforward, consistent approach. 

With built-in tracking and integration into multiple parts of the platform, Custom Button offers a clear path for improving the flow of interactions inside your agent.