Virtual Assistant tasks in messaging channels
Ask Virtual Assistant task questions through messaging channels using the controls or text that each channel supports.
What it is
Virtual Assistant tasks can ask customers questions inside a connected messaging app. INSIDE converts each question into the controls supported by that channel, or sends a text question. The reply supplies the answer for the current task step.
Who uses it and why
- Administrators agree with Powerfront which task an account starts when operators are available or unavailable.
- A Bot Trainer creates the task, questions and answer validation.
- Visitors tap a choice or type a reply in their messaging app.
Where to find it
Powerfront selects account tasks in the Virtual Assistant tab under Settings › General Settings › Integrations.
A Bot Trainer manages content through Settings › Bots › Virtual Assistant › Tasks, Steps and Data Fields.
How it works
- A customer starts a conversation on the connected account.
- The configured task starts according to operator availability and the account's assignment option.
- INSIDE sends the current question in the channel's supported format.
- A button selection or typed answer is checked against the current field. A valid answer advances the task.
- An invalid answer can produce a validation message and configured help or recovery choices.
SMS and Twilio WhatsApp present single-choice questions as numbered text options. Meta WhatsApp can use buttons for up to three choices and a list for larger sets. Messenger can use buttons and cards.
Text, number, date, rating and file questions can appear as text prompts rather than the website's form controls. Customers must follow the instructions in the prompt. Help, Cancel, Skip and human handover depend on the task's options and labels.
Configure it
Create and publish the task with the Bot Trainer role. Keep choice labels short and explain the expected format for typed answers.
Ask Powerfront to select Start Task (Operator Available) and Start Task (No Operator Available) for each account. Ask Powerfront to set Assign to Operator first and then start the Task on or off as agreed.
Test the task in each messaging channel you use. A successful website preview does not establish how a messaging app displays the question.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Start Task (Operator Available) | Settings › General Settings › Integrations › Virtual Assistant | channel | Not set: no account task starts automatically when an operator is available | Powerfront | Selects the task to start for a new conversation when an operator is available on this account. |
| Assign to Operator first and then start the Task | Settings › General Settings › Integrations › Virtual Assistant | channel | On | Powerfront | Assigns the conversation to an operator before starting the selected available-operator task. When off, the Virtual Assistant starts the task first. |
| Start Task (No Operator Available) | Settings › General Settings › Integrations › Virtual Assistant | channel | Not set: no account task starts automatically when no operator is available | Powerfront | Selects the task to start when a new conversation arrives without an available operator on this account. |
Permissions
| Permission | Lets you |
|---|---|
| Bot Trainer | Access the Virtual Assistant task, step and data-field screens. |
Limits and good to know
- Multiple-selection lists are unsupported by the text handler, Meta WhatsApp and Messenger handlers reviewed for this release.
- Meta WhatsApp truncates the interactive question body to 1,024 characters. Its list-opening button uses at most 20 characters when derived from the question.
- Messenger can group up to 30 choices into cards of three buttons. The error for a larger list refers to ten items, which can be misleading.
- Channel conversion removes rich-text formatting from text questions.
- File answers still have to satisfy the task's field validation and the channel's attachment rules.
Depends on and works with
+6 more · this feature uses
- Virtual Assistant task drafts and publishingConfigured by
Published task content determines what runs for customers.
- Virtual Assistant task steps and branchesRequires
Task execution collects replies and advances through steps.
- Virtual Assistant task data fieldsConfigured by
Data-field types and validation determine accepted replies.
- Virtual Assistant task messages and identityConfigured by
Task text and translations supply customer-facing questions.
- Virtual Assistant task pauses and handoverConfigured by
Task options control cancellation and handover.
- Virtual Assistant task validation and retriesConfigured by
Help and invalid-input options control recovery from unrecognised replies.
+10 more · used by
- Facebook Messenger channel setupEnhances
Supported task choices appear as Messenger buttons or cards.
- Instagram messages and story repliesEnhances
Virtual Assistant questions can use Instagram buttons and quick replies.
- LINE messaging channel setupEnhances
Automated questions use confirmation, button and carousel templates.
- WeChat messaging channel setupEnhances
Automated questions and specialised WeChat content use channel-specific message formats.
- KakaoTalk messaging conversationsEnhances
Supported automated questions use KakaoTalk message buttons.
- Viber messaging channel setupEnhances
Automated questions use the formats supported by the selected Viber connection.
- Apple Messages conversationsEnhances
Automated questions can use list pickers, time pickers, quick replies and forms.
- Apple Messages payments and sign-in setupRequires
Interactive sign-in and payment requests use configured Apple Messages tasks.
- Legacy Google Business Messages connectionEnhances
Supported automated questions use suggestions and card choices.
- SMS number and channel setupEnhances
SMS can run configured Virtual Assistant tasks with channel-appropriate text questions.
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontLicence
Powerfront must enable Virtual Assistant before messaging tasks can be used.
- Attachment file types and virus scanningConfigured by
Permitted attachment types also restrict files submitted as task answers.
- Messaging channel connectionsConfigured by
Messaging account settings select the tasks started when operators are available or unavailable.
- WhatsApp channel setupEnhances
Meta WhatsApp supports interactive choices while Twilio WhatsApp uses text choices.
- Facebook Messenger channel setupEnhances
Messenger presents supported choices as buttons or cards.
- LINE messaging channel setupEnhances
LINE offers channel-specific choice controls.
- SMS number and channel setupConfigured by
Each SMS number can select its starting tasks and whether operator assignment happens first.
- Virtual Assistant task setupRequires
Tasks and reusable steps define the questions.
- Virtual Assistant task drafts and publishingConfigured by
Published task content determines what runs for customers.
- Virtual Assistant task steps and branchesRequires
Task execution collects replies and advances through steps.
- Virtual Assistant task data fieldsConfigured by
Data-field types and validation determine accepted replies.
- Virtual Assistant task messages and identityConfigured by
Task text and translations supply customer-facing questions.
- Virtual Assistant task pauses and handoverConfigured by
Task options control cancellation and handover.
- Virtual Assistant task validation and retriesConfigured by
Help and invalid-input options control recovery from unrecognised replies.
Used by
- Virtual Assistant task setupEnhances
Channel rendering determines how task steps appear to visitors.
- Virtual Assistant task steps and branchesEnhances
Messaging channels present supported task questions in channel-specific formats.
- Virtual Assistant task data fieldsEnhances
Messaging channels render and collect supported field types differently.
- Virtual Assistant task messages and identityEnhances
Messaging channels provide supported task formats and text fallbacks beyond web chat.
- Virtual Assistant task validation and retriesEnhances
Messaging channels render help and retry choices through their supported text or choice controls.
- Messaging channel connectionsEnhances
Accounts can select Virtual Assistant tasks.
- WhatsApp channel setupEnhances
Account tasks can ask questions in WhatsApp.
- WhatsApp media and repliesEnhances
Accepted file replies can supply a task's file answer.
- Facebook Messenger channel setupEnhances
Supported task choices appear as Messenger buttons or cards.
- Instagram messages and story repliesEnhances
Virtual Assistant questions can use Instagram buttons and quick replies.
- LINE messaging channel setupEnhances
Automated questions use confirmation, button and carousel templates.
- WeChat messaging channel setupEnhances
Automated questions and specialised WeChat content use channel-specific message formats.
- KakaoTalk messaging conversationsEnhances
Supported automated questions use KakaoTalk message buttons.
- Viber messaging channel setupEnhances
Automated questions use the formats supported by the selected Viber connection.
- Apple Messages conversationsEnhances
Automated questions can use list pickers, time pickers, quick replies and forms.
- Apple Messages payments and sign-in setupRequires
Interactive sign-in and payment requests use configured Apple Messages tasks.
- Legacy Google Business Messages connectionEnhances
Supported automated questions use suggestions and card choices.
- SMS number and channel setupEnhances
SMS can run configured Virtual Assistant tasks with channel-appropriate text questions.
FAQ and troubleshooting
Why does a customer receive numbers instead of buttons?
The selected transport uses text choices. This is expected for SMS and Twilio WhatsApp.
Why does a choice question fail on a messaging channel?
Check whether it allows multiple selections or exceeds the channel's supported choice format. Use a single-choice question and test it in the app.
Why is a question shortened on WhatsApp?
Meta interactive questions have a 1,024-character body limit in this release. Shorten the prompt and keep essential instructions near the start.
Why is an operator assigned before the task starts?
The account's Assign to Operator first and then start the Task option is on by default. Powerfront can change this for you.