Add and use quick replies, buttons, and postbacks in Sparkcentral

You can create and use quick replies and buttons to improve communication efficiency with contacts. Quick replies and buttons work with Facebook Messenger and messaging channels. They are not supported on X (formerly Twitter).

Quick replies can be used to suggest frequently used replies. They are rendered as buttons within the native medium. If the user selects a button, the suggested reply is sent and all quick reply buttons disappear. The user is still able to respond with a custom text message of their own, which also causes the suggested quick reply buttons to disappear.

You can add snippets to the Saved replies collection or to an auto responder message. You can also create quick replies and buttons by using the Virtual Agent API.

Postback buttons

Postback buttons can define a custom payload included in the inbound message when the button is selected. This can be used by Virtual Agents to trigger custom actions. The postback button payload is included as message.payload on the INBOUND_MESSAGE_RECEIVED event.

Saved replies button example

1. Create a new snippet. (See Sparkcentral saved replies). For example:
   
   Need more information? %[Visit our website](http://www.sparkcentral.com)
   
   
2. Click or drag the snippet into the reply box.

Auto responder quick reply example

Create a new auto responder (or edit an existing one). For example:

• Statement:Hi, thank you for contacting our customer service team!
• Question:What can we help you with today? %[Change booking](reply:change-booking) %[Request invoice](reply:request-invoice)

Here's how the quick reply looks in Facebook Messenger.

Syntax list and examples

The following section shows all supported quick replies and buttons. You can test a quick reply or button by copying the content from the Example into the reply box and sending it.

Quick replies

SyntaxTEXT %[Label](reply:label)

(TEXT and Label are both required.)

ExampleThis is some text %[Yum Sushi](reply:sushi) %[Yum pizza](reply:pizza)

Facebook?: Yes | Instagram?: Yes | Smooch?: Yes

Text with link buttons

SyntaxTEXT %[Label](URL)

(TEXT and Label are both required.)

Example This is some text %[Funny cats](https://www.facebook.com/funnycatpictureslady/) %[Cats doing funny things](https://www.facebook.com/groups/1750714268481592/)

Facebook?: Yes | Instagram?: No | Smooch?: Yes

Image

Syntax![](URL to image)

Text: Optional Image URL: Required. When on Facebook and no text is passed, the URL must be a Facebook-style url like “https://www.facebook.com/funnycatpictureslady/photos/a.385279954910984/2483156931789932/”; otherwise, it should point to an image directly.

Example!Some text ![](https://images.unsplash.com/photo-1529778873920-4da4926a72c2?ixlib=rb-1.2.1&w=1000cq=80)

Facebook?: Yes | Instagram?: No | Smooch?: Yes

Image with link buttons

Syntax![](URL to image hosted on Facebook) %[Label](URL)

Image URL: Required. When on Facebook and no text is passed, the URL must be a Facebook-style url like “https://www.facebook.com/funnycatpictureslady/photos/a.385279954910984/2483156931789932/”; otherwise, it should point to an image directly. Link buttons: required.

Example ![](https://images.unsplash.com/photo-1529778873920-4da4926a72c2?ixlib=rb-1.2.1&w=1000&q=80) %[Funny cats](https://www.facebook.com/funnycatpictureslady/) %[Cats doing funny things](https://www.facebook.com/groups/1750714268481592/)

Facebook?: Yes | Instagram?: No | Smooch?: Yes

Card

Syntax%[Label](reply:label)
# TITLE
DESCRIPTION
![](URL to image)
%[Label](URL)

Quick replies: Optional
Title: Optional
Description: Required. If only a description is present, this text is used as the title of the card.
Image: Optional. For a card without an image, use the ![]() syntax.
Link buttons: Optional.
Postback buttons: Optional. At least one link or postback button must be added, at most a total of 3. When both types are added, put link buttons first.

Example %[Yum Sushi](reply:sushi) %[Yum pizza](reply:pizza)
#Title
Description
![](https://images.unsplash.com/photo-1529778873920-4da4926a72c2?ixlib=rb-1.2.1&w=1000&q=80)
%[View cat](https://buy.com/cat)
%[Purchase cat](postback:buycat)

Facebook?: Yes | Instagram?: Yes | Smooch?: Yes

Carousel

Syntax# TITLE1 DESCRIPTION1 ![](URL to image) %[Label1](URL) # TITLE2 DESCRIPTION2 ![](URL to image) %[Label2](URL)

Quick replies: Optional
Card & Card: Required, see "Card" for options

Example%[Yum Sushi](reply:sushi) %[Yum pizza](reply:pizza)
#Title card 1
Description card 1
![](https://images.unsplash.com/photo-1529778873920-4da4926a72c2?ixlib=rb-1.2.1&w=1000&q=80)
%[View cat](https://buy.com/cat)
#Title card 2
Description card 2
![](https://hips.hearstapps.com/hmg-prod.s3.amazonaws.com/images/golden-retriever-royalty-free-image-506756303-1560962726.jpg?crop=0.672xw:1.00xh;0.166xw,0&resize=640:*)
%[View dog](https://buy.com/dog)

Facebook?: Yes | Instagram?: Yes | Smooch?: No