Many types of messaging components can include images, such as enhanced links, forms,
and questions with options. Images in messaging components give your customers helpful visual
cues, reinforce company branding, and add some color—literally and figuratively—to everyday
service interactions. Learn how to control which images are shown in a messaging component that
a service rep or bot sends to a customer.
Required Editions
| View supported editions. |
This article applies to:
|
Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced
WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced
LINE, and Bring Your Own Channel |
This article doesn’t apply to:
|
Standard and Enhanced SMS channels |
Static Versus Dynamic Images
If you want a messaging component to always show the same (static) image or images, use
constants to define the images. Using constants is the simplest way to include images in a
messaging component.
To show different (dynamic) images in a messaging component based on messaging session
characteristics or other custom criteria, provide the images via parameters or sObject formulas.
Adding dynamic images is more advanced than adding static images, but it’s an effective way to
personalize messages sent to customers. For example, in a list of the customer’s three most
recently purchased products, show an image of each product next to the product name. Or in an
enhanced link messaging component, show a URL and image that vary depending on the season or the
end user’s location.
Get Started
- Add Static Images to Messaging Components
If you want a messaging component to always show the same image or images, define the images in the Messaging Component Builder using constants. Standard constants are auto-created, while you create custom constants manually.
- Add Dynamic Images to Messaging Components
If you want a messaging component to show different images depending on the situation, define the images in the Messaging Component Builder by using parameters or sObject formulas. Adding dynamic images to messaging components is more advanced than adding static images, but it’s an effective way to personalize messages sent to customers.
