One-Click Routing
Visitors tap a button and are instantly routed. No typing, no confusion, no misinterpretation. Every click maps to a specific workflow branch.
Button Group Chat Branching
Let Visitors Choose Their Path
Present visitors with clear, clickable options right inside the chat widget. Each button creates a distinct workflow branch, routing conversations by intent — no typing required, zero ambiguity.
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What Is the Button Group Module?
The Button Group module displays a set of clickable buttons inside the chat widget, allowing visitors to choose from predefined options with a single tap. Each button maps to a distinct workflow branch, so the conversation continues down a path tailored to the visitor's stated intent.
This is the simplest and most reliable way to route conversations. Instead of relying on keyword detection or free-text parsing, you give visitors explicit choices: "Sales", "Support", "Pricing", "Book a Demo". The visitor clicks, and the workflow knows exactly where to go. Zero ambiguity, zero misrouting.
Button Groups are ideal as the first interactive step after a welcome message. They immediately engage the visitor with a clear call to action, reduce time-to-resolution by eliminating back-and-forth qualification, and give you structured data about visitor intent that you can analyse across all conversations.
Multi-Path Branching
Create two, three, or more distinct paths. Each button can lead to entirely different workflow sequences — different departments, different automations, different outcomes.
Nestable Menus
Chain Button Groups for drill-down navigation. Start with broad categories (Sales, Support), then narrow down (Billing, Technical, Account) in the next step.
Intent Analytics
Every click is logged. See which options visitors choose most, identify demand patterns, and optimise your team staffing based on real data.
Detailed Example Workflow
Example: B2B Website with Multi-Tier Routing
A consulting firm uses nested Button Groups to triage visitors into the right queue in under 10 seconds.
START
Specialist Agent
Routed by selection
Step-by-Step Breakdown
- Welcome Message: A friendly greeting that immediately asks the visitor what they need — no wasted time.
- First Button Group: Two buttons: "I'm a New Client" and "I'm an Existing Client." This split determines the tone and data requirements of the rest of the flow.
- Second Button Group: A follow-up menu refines the selection. New clients see service categories (Strategy, Tax, Audit). Existing clients see account options (Invoice Query, Project Update, Other).
- Specialist Handoff: The visitor is connected to the agent or team that best matches both their client status and topic — with full context from the selections.
Best Practices & Tips
Button Groups are simple, but the details matter. Follow these guidelines to maximise engagement and routing accuracy.
Limit to 3–5 Options
Too many buttons overwhelm visitors. Keep choices focused and distinct. If you need more granularity, use nested Button Groups — a second layer after the first selection.
Use Action-Oriented Labels
Write button labels from the visitor's perspective. "I need help with an order" works better than "Order Support." Clear, human language reduces hesitation.
Always Include an "Other" Option
Not every visitor fits neatly into your categories. An "Other" or "Something else" button catches edge cases and prevents frustration. Route it to a general queue or Collect Info step.
Optimise for Mobile
Buttons must be easy to tap on small screens. Keep labels short (two to four words) and avoid having more than four buttons in a single group on mobile-heavy sites.
Frequently Asked Questions
Can visitors type instead of clicking a button?
By default, the Button Group waits for a button click. However, you can configure the module to also accept free-text input as a fallback. In this case, unrecognised text routes to a default branch — typically an "Other" path or a Collect Info step for clarification.
How many buttons can I add to a single group?
Technically, there's no hard limit. In practice, we recommend three to five buttons. Beyond five, visitor decision fatigue increases and click rates drop. If you need more options, consider nesting a second Button Group inside one of the branches.
Can I chain multiple Button Groups together?
Absolutely. Nested Button Groups create a drill-down menu system. The first group handles broad categories, the second handles sub-categories, and so on. Each level narrows the routing until the visitor reaches the right destination. This is very common for businesses with multiple departments or service lines.
What's the difference between Button Group and Conditional?
A Button Group lets the visitor choose the path by clicking. A Conditional node branches automatically based on data or system state — the visitor never sees it. Use Button Groups for explicit choices, and Conditionals for behind-the-scenes routing logic.
Related Modules
Button Groups are the gateway into your workflow branches. These modules often follow or complement them.
Let Your Visitors Choose — Build Button Groups Today
Give visitors clear, clickable options and route them to the right place instantly. Set up your first Button Group in minutes.