Quick Reply Chips — Give Your Visitors One-Tap Replies While They Can Still Type

Quick reply chips are small buttons shown just above the message box in your web chat. A visitor can tap a chip instead of typing, or ignore the chips and type anything they like. Chips never replace the message box.

Chips are set per AI bot and per channel. Right now they show in Web chat. Channels that cannot show tappable buttons (such as SMS, WhatsApp, email, and phone) skip chips and behave exactly as they did before.

Where to Find Them

1. Go to the AI bot you want to change.

2. Open Channel Overrides.

3. Expand Web.

4. Find the Quick Reply Chips section.

Turning Chips On and Off

Use the Show chips setting:

• Follow default — chips follow the account-wide setting. Chips are off unless your account has them turned on.
• On — chips show for this bot on this channel.
• Off — chips never show for this bot on this channel.

If you turn chips on and have not added any, Velaro shows three friendly starter chips: "What can you help with?", "I have a question", and "Talk to a person". Add your own to replace them.

The Two Kinds of Chip

Each chip has a label (what the visitor sees) and an action.

Send as a message

The label is sent as if the visitor had typed it, and your AI bot answers it like any other message. Use this for common questions such as "Where is my order?".

Jump to a section

The chip takes the visitor straight to a section of one of your workflows, with no AI guessing in between. Use this when you want a guaranteed result, for example a "Start a return" chip that always opens your returns section.

Sections are the workflow Section blocks you have already built. Pick one from the list when you add the chip. If the section is later deleted or moved, the chip safely falls back to sending its label as a normal message, so the visitor is never stuck.

Editing Your Chips

• The editor shows how many chips you can add and stops you at the limit.
• Keep labels short. Short labels read best on a phone, and the editor tells you if one is too long.
• Use the up and down arrows to change the order.
• Choose Hide chips after one is used or the visitor types to keep the chat tidy. Turn it off if you want chips to stay visible all conversation.
• Click Save chips. Changes apply to the next chat message on that bot.

What Visitors See

• Chips sit above the message box and wrap onto more lines on narrow phone screens.
• They use your chat window button colors.
• Chips only show while the AI bot is chatting. Once a live agent joins, chips disappear.
• If an interactive question with answer buttons is on screen, chips wait until it is answered.

Tips

• Keep to three or four chips so the choices stay quick to scan.
• Put your most common request first.
• Use Jump to a section for anything that must follow an exact process, and Send as a message for open questions.
• Chips are a shortcut. Your visitors can always type.

Related Guides

• Channel Overrides Guide
• Designing Workflows Across Channels Guide