What is this?
These steps let an automation talk to visitors in your website chat widget. They only appear when you build a Web Chat automation. Steps for logic, sequences, integrations, AI, and actions work here too — see the Builder Steps overview.
[SCREENSHOT: automation-steps-webchat-palette — The builder palette showing the Web Chat send and ask steps]
What can I do here?
How to use it
WC Text
Sends a text message in the chat widget.
Sends an image, video, audio clip, or document.
Sends a message with up to 3 quick-reply style options. Each option gets its own path, so a visitor’s tap can lead to a different reply.
Ask steps
WC Ask Text, WC Ask Number, and WC Ask Email ask the visitor a question, wait for the answer, check it (a number or a valid email), and save it to a custom field. Each has Submitted and Not Submitted paths. See Ask Questions for the shared settings.
Example: welcome a website visitor
- Trigger New Conversation.
- WC Text — “Hi! How can we help?”
- WC Button — Pricing / Support / Talk to a person.
- Each button leads to its own reply, and “Talk to a person” goes to Assign team member.
Troubleshooting / Technical Notes
- The visitor left the chat. Once the visitor leaves, new messages can’t be delivered — check Live Monitoring.
- A button does nothing. Connect a path for each button.
- Steps for my channel are missing. Make sure the automation’s channel is Webchat — see Create a Workflow.
Last modified on September 20, 2026
