One of the essential aspects of a conversational bot is the ability of the bot to carry a conversation with your customers. The bot should be capable of receiving a wide variety of inputs from the customer to handle a conversation with them.

When you build a bot using Freddy Self-service, you can choose from a range of input options for your customers to give their information to the bot. Depending on where you deploy your bot, there will be limitations to the input options that you can use. Learn more about which input options are supported in the different support channels.


Note: To configure the input options in a dialog, you will have to toggle Get User Input to on


  • Buttons: The bot will present the choices you've listed as buttons to your customer. It is advisable to use buttons when you present a few options to the customer.

  • Dropdown: The bot will present the choices you've listed in a dropdown to your customer. It's advisable to use the dropdown when you are presenting many options to the customer.

  • Carousel: The bot will present a carousel with the choices that you've listed to your customers. They can go through multiple choices available. You can configure each item on the carousel to have many data points and display rich media content to the customer. These are especially useful when you're displaying a product catalog, order summaries, service items, etc.

  • Text fieldThe bot can receive textual input from your customers.


    You can also choose to validate the format of the input from the customer by using a specific field type:
    • Email
    • Phone
    • Full Name
    • Number
    • Text
    • Language
    • Custom (use this for custom validation by using Regular Expressions in this field type)

  • Date and Time: You can choose between a date field or a time field. The bot will show a calendar (for the date field), or it will show a list of times (for the time field) from which your customer can pick their inputs.

  • Article: The bot will display a list of articles that you've listed. The customer can read through the article in the widget itself.

  • Rating: You can use this to get feedback from your customer and use this data for reporting purposes.


    You can have the bot show one of the three different systems:
    • A star-based rating system. You can associate each point on the scale with a label.
    • An opinion poll where you can take a poll or survey
    • A feedback field to collect reviews from your customers.
  • Images: You can use this to allow customers to respond to the bot with images as part of the conversations. Customers will be able to attach their files using the attach icon that appears in the text editor.


Display names and internal names

Some of the input options, such as buttons, dropdown, and carousels, will have fields called Display Name and Internal Name. The display name is shown to the customers while your internal systems process the internal name. 


For most use-cases, it is sufficient if the display name is the same as the internal name. However, there are some cases where you need to keep these names different. Here are a few examples of such use-cases:

  • E-commerce sites can use the carousel to display products from their catalog. The display name needs to have the product and brand in it, but internally, the name can be the product id or the SKU ID to run conditional logics or API calls.

  • Airline companies can use the display name to list the routes using the source/destination names as display names while using a shorter, specific internal name in API calls to process ticket booking or other updates,

  • B2B companies can have their employees' names listed in the display name, while internally, they can use an employee-specific code to manage their databases.


When the display name is different from the internal name, the internal name value will be the default dialog placeholder. The dialog placeholder will hold the internal name by default. To use the display text, the syntax is ${{node::<id>::dspTxt}}. For example, ${{node::3000952272::dspTxt}}


To get the node ID, you'll need to switch to the classic UI. The option to switch to the classic UI is available under your profile picture. In the classic UI, click on the node list for the respective bot, and you'll be able to find the node ID.


Please write to freshbots-support@freshworks.com if you have any more questions, we'll be happy to help you.