How to Configure CTA Buttons in the Live Chat Send Message Block
Call‑to‑Action (CTA) buttons in BoldDesk Live Chat workflows allow admins to embed actionable buttons directly into automated chat messages. These buttons appear inside the Send Message action block and enable customers to take immediate actions.
CTA buttons are designed to reduce resolution issues, eliminate manual instructions, and guide customers toward the next best action during a live chat conversation.
How to configure CTA Buttons
CTA buttons for Live Chat can be configured within Send Message action blocks and are supported only in public chat messages (not in private messages).
Navigation Path
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Open an existing Live Chat workflow or create a new one
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Add or edit a Send Message action block
For more detailed steps, explore further instructions about Configuring Chat Workflows to Automate Actions in BoldDesk.
Adding CTA Buttons in the Send Message Action Block
Within the Send Message block, admins can attach CTA buttons that appear below the chat message for customers.
Supported CTA Button Actions
Each CTA button supports one native action:
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Visit Website – Opens a specified URL
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Make Call – Opens the default phone dialer
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Send Email – Opens the default email client
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Send SMS – Starts an SMS message
These actions are executed instantly when the customer clicks the button.
- A maximum of 10 CTA buttons can be added to a single Send Message block.
- The workflow cannot be saved if any CTA button has missing or incomplete required fields.
- Phone numbers must include a valid country code (for example, +1XXXXXXXXXX).
- Only valid URLs using the HTTPS protocol are supported; HTTP and improperly formatted URLs are not supported.
- Email addresses must follow a valid email format.
Private Message Behavior and CTA Button Removal
When Send as Private Message is enabled in a Send Message block:
- All configured CTA buttons are automatically removed
- The block is saved without CTA buttons
CTA buttons are supported only in public Live Chat messages.
Use Cases for CTA Buttons
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Guide Customers to Help Resources
Use Visit Website buttons to redirect users to:- Help Center articles
- Product documentation
- Pricing or onboarding pages
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Enable Immediate Human Contact
Add Call or Email CTA buttons so customers can reach the appropriate team instantly during chat. -
Accelerate Lead or Support Engagement
Use SMS or Call buttons to shorten the path from inquiry to action. -
Reduce Agent Follow‑Ups
Replace step‑by‑step instructions with one‑click CTA buttons to minimize repetitive chat messages.
Frequently Asked Questions
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Can CTA buttons be added to tickets or email replies?
No. CTA buttons are supported only in Live Chat workflows. -
What is the maximum number of CTA buttons per message?
You can add up to 10 CTA buttons in a single Send Message block. -
Are CTA buttons visible in private chat messages?
No. Enabling Send as Private Message removes all CTA buttons automatically. -
What happens if a CTA button is missing required details?
The Send Message block cannot be saved until all required fields are completed.
