# Virtual Assistant tasks in messaging channels

Ask Virtual Assistant task questions through messaging channels using the controls or text that each channel supports.

*Release 3.3 · admin, visitor*

**Settings › General Settings › Integrations** · **Settings › Bots › Virtual Assistant › Tasks** · **Settings › Bots › Virtual Assistant › Steps** · **Settings › Bots › Virtual Assistant › Data Fields**

## 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

1. A customer starts a conversation on the connected account.
2. The configured task starts according to operator availability and the account's assignment option.
3. INSIDE sends the current question in the channel's supported format.
4. A button selection or typed answer is checked against the current field. A valid answer advances the task.
5. 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, on request | 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, on request | 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, on request | 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

### This feature uses

- **Requires** [Virtual Assistant task setup](ENG-009.md): Tasks and reusable steps define the questions.
- **Requires** [Virtual Assistant task steps and branches](ENG-011.md): Task execution collects replies and advances through steps.
- **Configured in** [Attachment file types and virus scanning](ADM-018.md): Permitted attachment types also restrict files submitted as task answers.
- **Configured in** [Messaging channel connections](CHN-001.md): Messaging account settings select the tasks started when operators are available or unavailable.
- **Configured in** [SMS number and channel setup](CHN-022.md): Each SMS number can select its starting tasks and whether operator assignment happens first.
- **Configured in** [Virtual Assistant task drafts and publishing](ENG-010.md): Published task content determines what runs for customers.
- **Configured in** [Virtual Assistant task data fields](ENG-012.md): Data-field types and validation determine accepted replies.
- **Configured in** [Virtual Assistant task messages and identity](ENG-014.md): Task text and translations supply customer-facing questions.
- **Configured in** [Virtual Assistant task pauses and handover](ENG-015.md): Task options control cancellation and handover.
- **Configured in** [Virtual Assistant task validation and retries](ENG-028.md): Help and invalid-input options control recovery from unrecognised replies.
- **Works better with** [WhatsApp channel setup](CHN-006.md): Meta WhatsApp supports interactive choices while Twilio WhatsApp uses text choices.
- **Works better with** [Facebook Messenger channel setup](CHN-010.md): Messenger presents supported choices as buttons or cards.
- **Works better with** [LINE messaging channel setup](CHN-013.md): LINE offers channel-specific choice controls.
- **Needs licence or module** Admin settings and feature switches (managed by Powerfront): Powerfront must enable Virtual Assistant before messaging tasks can be used.

### Used by

- **Required by** [Apple Messages payments and sign-in setup](CHN-019.md): Interactive sign-in and payment requests use configured Apple Messages tasks.
- **Enhances** [Virtual Assistant task setup](ENG-009.md): Channel rendering determines how task steps appear to visitors.
- **Enhances** [Virtual Assistant task steps and branches](ENG-011.md): Messaging channels present supported task questions in channel-specific formats.
- **Enhances** [Virtual Assistant task data fields](ENG-012.md): Messaging channels render and collect supported field types differently.
- **Enhances** [Virtual Assistant task messages and identity](ENG-014.md): Messaging channels provide supported task formats and text fallbacks beyond web chat.
- **Enhances** [Virtual Assistant task validation and retries](ENG-028.md): Messaging channels render help and retry choices through their supported text or choice controls.
- **Enhances** [Messaging channel connections](CHN-001.md): Accounts can select Virtual Assistant tasks.
- **Enhances** [WhatsApp channel setup](CHN-006.md): Account tasks can ask questions in WhatsApp.
- **Enhances** [WhatsApp media and replies](CHN-008.md): Accepted file replies can supply a task's file answer.
- **Enhances** [Facebook Messenger channel setup](CHN-010.md): Supported task choices appear as Messenger buttons or cards.
- **Enhances** [Instagram messages and story replies](CHN-012.md): Virtual Assistant questions can use Instagram buttons and quick replies.
- **Enhances** [LINE messaging channel setup](CHN-013.md): Automated questions use confirmation, button and carousel templates.
- **Enhances** [WeChat messaging channel setup](CHN-014.md): Automated questions and specialised WeChat content use channel-specific message formats.
- **Enhances** [KakaoTalk messaging conversations](CHN-015.md): Supported automated questions use KakaoTalk message buttons.
- **Enhances** [Viber messaging channel setup](CHN-016.md): Automated questions use the formats supported by the selected Viber connection.
- **Enhances** [Apple Messages conversations](CHN-018.md): Automated questions can use list pickers, time pickers, quick replies and forms.
- **Enhances** [Legacy Google Business Messages connection](CHN-020.md): Supported automated questions use suggestions and card choices.
- **Enhances** [SMS number and channel setup](CHN-022.md): 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.