Lists Improvements

Jennifer S. Updated by Jennifer S.

We have significantly improved our capabilities to support our Lists function in our Guided Conversation Builder.

New Features



Dynamic lists

Easily share a dynamic list from any app with chat users, e.g., a list of contacts from Salesforce or a list of this week's projects from Jira.

  1. Enter the knowledge base by using the lightbulb icon on the left menu bar.
  2. Click New in the upper left-hand corner to create a Guided Conversation.
  3. Follow the prompts to name the exchange and enter the inquiry that you're planning to answer.
  4. Select Edit Conversation in the upper right-hand corner.
  5. Click on + Add Application in the upper left-hand corner to choose from the available apps.
  6. Select App Action from the primary drop-down menu in the center.
  7. Choose an action from the drop-down menu that says "Select an action."
    1. Follow the prompts to add in required inputs if applicable.
  8. Hit the plus sign under the Outputs section and choose your next step based on your intended action.
  9. Click Insert to place more variables in the conversation and customize how you see fit.
  10. Select Done in the bottom right-hand corner.
  11. Hit Save in the upper right-hand corner.

Check out an example of how your list will work in a Guided Conversation.



Quick reply buttons

Enable the chat user to select an item from a static or dynamic list with up to 5 items. E.g. Chat users can choose a project from a list to view project details. Once the user makes a selection, their choice is saved in the conversation for later use.

  1. Enter the knowledge base by using the lightbulb icon on the left menu bar.
  2. Click New in the upper left-hand corner to create a Guided Conversation.
  3. Follow the prompts to name the exchange and enter the inquiry that you're planning to answer.
  4. Select Edit Conversation in the upper right-hand corner.
  5. Pick the Text option from the top-left drop-down menu.
  6. Hit the arrow next to Advanced Options.
  7. Choose Quick Reply Buttons from the Response Suggestions section.
  8. Add a response in the white box.
  9. Hit the plus sign (+) under your response.
  10. Choose if you want to use options from app or build custom options.
  11. Name your reply under a specific name in the upper right-hand corner.
  12. Hit Done.
  13. Save in the upper right-hand corner.


Let the chat user select an item from a static or dynamic list with up to 100 items. E.g. Chat users can choose a ticket category or subcategory that's dynamically generated based on past selections. The user's selection is saved in the conversation for later use.

  1. Enter the knowledge base by using the lightbulb icon on the left menu bar.
  2. Click New in the upper left-hand corner to create a Guided Conversation.
  3. Follow the prompts to name the exchange and enter the inquiry that you're planning to answer.
  4. Select Edit Conversation in the upper right-hand corner.
  5. Pick the Text option from the top-left drop-down menu.
  6. Hit the arrow next to Advanced Options.
  7. Choose Dropdown List from the Response Suggestions section.
  8. Select that you want to build custom options.
  9. Use the Plus (+) sign to begin adding in your custom options, up to 100.
  10. Type a quick direction that will describe what the user will be selecting from.
  11. Save your reply under a specific name in the upper right-hand corner.
  12. Hit Done.
  13. Save in the upper right-hand corner.

How did we do?

Knowledge Base Overview

LiveChat Overview

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