The Send Call to Action Message feature in BoldDesk workflows allows you to send interactive messages with actionable buttons to customers during conversations. These messages are ideal for driving engagement by prompting users to perform specific actions such as visiting a webpage, signing up for a service, or accessing additional resources—all directly from the chat interface.

This guide explains how to configure and send Call to Action messages in BoldDesk using the Workflow Designer.

Step to Configure Call to Action Messages Via Gupshup

1. Go to Admin → Chat Automation → Workflows.
2. Choose a Workflow Trigger. You can also create a workflow from template or from scratch.
   
   
   
   
   
3. Click Add Workflow in the top-right corner. From here you can also create from template of from scratch.
   
   
   
   
   
4. In the Create New Workflow dialog:
   • Enter a descriptive workflow name.
   • Choose the workflow’s brand.
   • Select Source as WhatsApp (Gupshup).
   • Optionally pick the account associated with the channel.
   • Optionally, add conditions to apply the rule to specific chats.
   • Click Next to proceed.
     
     
     
     
     
5. Inside the Workflow Designer add a block by clicking the plus icon.
   
   
   
   
   
6. Select Actions → Send Call to Action Message.
   
   
   
   
   
7. Configure the following fields:
   • Block name: The block name indicates the destination the block should navigate to. This is optional.
   • Header Configuration: You can customize your header using either text or uploading image.
   • Body Configuration: Enter the main message text.
   • Footer Configuration: Add optional footer text.
   • URL: Provide the link users will visit when they click the button.
   • Button Text: Add a clear call-to-action label (e.g., Visit Now).
   • Click Add to save the configuration.
     
     
     
     
     
8. The interactive message block will appear in the workflow.
   
   
   
   
   
9. You can add more workflow blocks along with Gupshup WhatsApp call to action messages.
10. At the end of the workflow, choose an exit option and click Publish & Activate to enable it.

Frequently Asked Questions (FAQs)

1. What is a Call to Action (CTA) message in BoldDesk?
A Call to Action message is an interactive chat message with buttons prompting users to visit webpages, sign up, or access resources directly.

2. Why should I use Call to Action messages?
CTA messages boost engagement by enabling quick customer actions in chat, ideal for offers, resources, or sign-ups.

3. Which channels support Call to Action messages in BoldDesk?
Currently, Call to Action messages can be configured for WhatsApp (Meta Cloud API) and WhatsApp (Gupshup) channels using the Workflow Designer.

4. What permissions are required to configure Call to Action messages?
Agents must have the Manage chat workflows permission to create or edit workflows that include Call to Action messages.

5. Can I add multiple Call to Action messages in a single workflow?
Yes. You can add multiple blocks with Call to Action messages and combine them with other workflow actions.

6. How do customers interact with Call to Action messages?
Customers receive the interactive message in their chat interface and can click the button to perform the intended action, such as opening a webpage or signing up for a service.

7. Can I customize the button text and URL?
Yes. You can fully customize the button label and the URL to match your campaign or resource.

8. What happens after I publish the workflow?
Once published and activated, the workflow will automatically send the configured Call to Action message whenever the defined trigger conditions are met.

Related Article

• How to Use WhatsApp Catalog Templates in BoldDesk
• BoldDesk Chat Workflow: Complete Guide
• How to Add a “Contact Us” Form in BoldDesk Chat Workflows