Custom Display Labels
Show descriptive text instead of raw URLs. "View our returns policy" is clearer and more clickable than a long URL string.
Link Node for
Chat Workflow Navigation
Send clickable links to visitors directly within the chat. Direct them to knowledge base articles, product pages, help documentation, booking forms, or any external resource. Each link supports custom display labels and can open in a new tab — keeping the chat active while the visitor explores.
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What Is the Link Node?
The Link node sends a clickable hyperlink to the visitor within the chat conversation. It turns any URL — internal or external — into a tappable, labelled link that appears as a chat message. Visitors can click to open the resource in a new browser tab while their chat session remains active and uninterrupted in the widget.
Unlike pasting a raw URL into a Message node, the Link node gives you control over the display text, the target behaviour (new tab vs. same tab), and the visual presentation. The link appears as a styled, prominent element in the chat timeline — not an afterthought buried in a paragraph of text. This makes it far more likely that visitors will actually click through and find the resource you're pointing them to.
The Link node is an output-only step — it displays content but doesn't collect input, so the workflow continues to the next node immediately. This makes it perfect for augmenting conversations with supporting resources: send a link to a help article, then follow up with a "Did that help?" button group. Send a link to a booking page, then show a message confirming the next steps. The Link node adds depth to your automated conversations without adding friction.
New Tab Support
Configure links to open in a new browser tab so visitors can explore the resource without losing their active chat conversation.
Internal & External URLs
Link to anything — your own knowledge base, help docs, product pages, external booking tools, Google Forms, Calendly, or third-party resources.
Zero-Friction Delivery
The Link node is output-only. It displays instantly and the workflow proceeds without waiting for visitor input — no delays, no blocking.
Why Use the Link Node?
Chat conversations are inherently compact — visitors expect quick, actionable responses, not lengthy explanations. The Link node lets you keep your chat messages short while still pointing visitors to the detailed information they need. Instead of explaining your entire returns policy in a chat bubble, send a one-line summary and a link to the full policy page. Instead of walking through every pricing tier, send a link to your pricing page where the visitor can compare plans at their own pace.
This approach has two major benefits. First, it respects the visitor's time and attention span — they get a quick answer in chat and a detailed resource to explore if they want more. Second, it drives traffic to your existing content. Your help centre articles, product pages, and landing pages were built to educate and convert. The Link node turns your chat widget into a distribution channel for that content, increasing page views and time on site while reducing the burden on your support team.
Links also serve as effective calls to action within the chat flow. A link to a booking page, a demo request form, or a product trial is far more effective when delivered at the right moment in a conversation than when buried in a website footer. The Link node lets you place these CTAs exactly where they'll have the most impact.
When to Use the Link Node
The Link node shines whenever you want to direct visitors to an external or internal resource during the conversation. Common use cases include:
- Knowledge base articles: Point visitors to detailed help articles, tutorials, and troubleshooting guides instead of explaining everything in chat.
- Product and pricing pages: Send high-intent visitors directly to product comparison pages, pricing tables, or feature breakdowns.
- Booking and scheduling: Link to Calendly, booking forms, or demo request pages at the optimal moment in the sales conversation.
- Policy documents: Share your returns policy, terms of service, privacy policy, or shipping information with a single click.
- External tools: Direct visitors to third-party resources like Google Maps for your office location, a status page for service uptime, or a community forum.
Example: Self-Service Help Centre Workflow
A SaaS company uses the Link node to direct visitors to relevant documentation, with a fallback to live support if the article doesn't resolve their question.
Documentation-First Support Flow
Offer self-service links first, then fall back to live chat if the visitor still needs help.
START
Step-by-Step Breakdown
- Greeting: The workflow opens with a friendly question to identify the visitor's topic area.
- Topic Selection: A Button Group lets the visitor choose between Setup, Billing, or API — each pointing to a different documentation section.
- Link Node: Based on the selection, the Link node sends a clickable link to the relevant help article. The visitor can open it in a new tab while the chat remains active.
- Follow-Up: A second Button Group asks "Did that solve your question?" If the visitor clicks "Need more help", the workflow branches to a Human Chat handoff with full context — including which article they were shown.
Best Practices & Tips
Make the most of the Link node with these strategies for effective in-chat navigation.
Use Descriptive Labels
Never send a raw URL. Always set a descriptive display label: "View our returns policy" is far more effective than "https://example.com/policies/returns". Clear labels increase click-through rates by 2–3×.
Open in New Tab
Always configure links to open in a new tab. This preserves the chat session — visitors can read the linked content and return to the conversation without starting over.
Pair with a Message
Add a Message node before the Link to provide context. "Here's a guide that should help:" followed by the link feels more conversational than sending a bare link without explanation.
Follow Up After Linking
After sending a link, add a Button Group asking "Did this help?" This lets you measure link effectiveness and offer a fallback path (like live chat) for visitors who still need assistance.
Frequently Asked Questions
Can I send multiple links in a single node?
Each Link node sends a single URL with a custom label. To present multiple links, chain several Link nodes in sequence — they display instantly one after another. Alternatively, use a Button Group where each button links to a different URL, giving visitors a choice.
Can links open in the same tab instead of a new one?
Yes. You can configure each Link node to open in the same tab or a new tab. However, we strongly recommend new-tab behaviour for most use cases. If the link opens in the same tab, the visitor navigates away from the page and may lose their chat session, depending on widget persistence settings.
Can I link to external websites?
Absolutely. The Link node supports any valid URL — your own website, help centre, booking tools, Google Maps, YouTube videos, third-party forms, or any publicly accessible resource. There are no domain restrictions.
Does the Link node wait for the visitor to click?
No. The Link node is output-only — it displays the link and the workflow immediately proceeds to the next step. If you want to wait for the visitor to interact, place a Button Group or Collect Info node after the Link to pause the flow until the visitor responds.
Related Modules
The Link node works best alongside these modules to create rich, resource-driven chat experiences.
Add Links to Your Chat Workflow
Direct visitors to the right resources at the right moment. Build your first link-enabled workflow in minutes — no code required.