Context Suggestions (Suggestion Chips)
What are Suggestion Chips?
Suggestion Chips are stored as configuration records within REDA AI's setup and are quick-action buttons displayed in the REDA AI chat UI. Instead of typing a question, users can click a button to send a pre-written message. This enables faster, more natural interactions.
When a user clicks a chip, the pre-written message is sent to the agent. Optionally, the message can be sent automatically without waiting for user confirmation.
Suggestion chips are context-aware — you can configure different chips for different pages and deployments.
Two Scopes: Global and Record
| Scope | Shown On | Use Case |
|---|---|---|
| Global | Every page where the agent appears | Generic suggestions that apply everywhere. "Help", "Show my tasks", "Schedule a meeting" |
| Record | Only on specific object type record pages | Record-specific suggestions. On Opportunity pages: "Summarize this deal", "Draft a proposal" |
How to Create a Suggestion Chip
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Open the Agent Definition
Go to the agent you want to add suggestion chips to.
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Find Context Suggestions Related List
Scroll down to the "Context Suggestions" related list.
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Click "New Context Suggestion"
Click the "New" button to create a new suggestion chip.
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Enter Suggestion Text
The chip carries one piece of text: what the user sees on the button is what gets sent to the agent when they click it. Write it as the question the user would ask — for example "Summarise this record" or "What are the risks on this deal?" — and keep it short enough to read on a button.
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Set Suggestion Text Type
Leave it as Text to use what you typed. Custom Label is reserved for translated chip text supplied through a Salesforce Custom Label; if the label can't be resolved the raw text is used instead.
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Select Scope
Choose Global (shown wherever the agent appears) or Record (only on record pages).
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If Record Scope: Set Context Objects
Name the object API names the chip applies to (e.g.
Opportunity,Account). The chip then appears only on those record pages. -
Select Channels
Choose which channels show the chip — Internal, External Widget, Community, API. A chip with no matching channel never appears.
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Set Sort Order (Optional)
Controls the order chips are displayed. Lower numbers appear first; the packaged default is 100.
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Save
The suggestion chip is now live on your agent.
Suggestion Chip Configuration Fields
The object has eight fields. Note that the chip’s text and the message it sends are one field, not two.
| Field | Required? | Description |
|---|---|---|
| Suggestion Text | Yes | The text on the chip, and — when Suggestion Text Type is Text — the message sent when it is clicked. There is one field, not a separate label and message. Keep it short; it has to read as a button. |
| Suggestion Text Type | No | Text uses the value as written. Custom_Label treats it as a Custom Label developer name and resolves it per user, which is how a chip gets translated. |
| Scope | No | Global shows the chip everywhere — home, app and record pages. Record shows it only on record pages where a context object is present. |
| Context Objects | No | A comma-separated list of object API names, e.g. Opportunity,Account,reda__Property__c. Not a single object. Leave blank and the suggestion is not restricted by object. |
| Channel | No | A multi-select: Internal, External Widget, Community, API. Pick every channel the chip should appear on. |
| Agent Definition | No | The agent the chip belongs to. Leave it blank and the chip is universal, appearing for every agent. |
| Sort Order | Yes | Display order, lower first. Default 100. Note this one is required at the field level, unlike most of the others. |
| Is Active | No | Checked by default. Uncheck to retire a chip without deleting it. |
Global vs. Record Scope Examples
- “My open deals”
- “Overdue tasks”
- “Schedule meeting”
- “Send email”
- “Next steps”
- “Draft proposal”
- “Competitor analysis”
- “Pricing summary”
Best Practices for Suggestion Chips
Labels should be 2-5 words. Users scan buttons quickly. "Next steps" is better than "What should we do next for this opportunity?"
Limit the Number — 3-6 chips is ideal. More than 6 clutters the UI and confuses users. Pick the most commonly needed actions.
Use Record Scope Strategically — Record-scoped chips provide context-specific help. On an Opportunity page, show "Next steps" and "Draft proposal". On an Account page, show "Customer summary" and "Recent activity".
Message Should Be Self-Contained — Users can't edit the message before it's sent (if auto-send is enabled). Make sure the message is clear and unambiguous without user input.
Use Sort Order for Priority — Place the most common actions first. Sort Order 1 for "Next steps", Sort Order 2 for "Summary", Sort Order 3 for "Help".
Translating Chip Text
Clicking a chip always sends its text to the agent immediately — the chip text is the message, so there is no separate "send" step and nothing for the user to edit first. Write each chip as a complete, unambiguous question.
For a multilingual org, set Suggestion Text Type to Custom Label and put the Custom Label's name in the Suggestion Text field. Each user then sees the chip in their own Salesforce language, using the label's translations. If the label can't be resolved the raw text value is shown instead, so a mistyped label name degrades to visible text rather than an empty chip.
Leave the type as Text — the default — when the chip only needs to exist in one language.
Using "Build Agent with AI" to Suggest Chips
The "Build Agent with AI" feature can recommend suggestion chips tailored to your agent's purpose. After running "Build Agent with AI", review the recommended chips and apply the ones that fit your workflow. This AI-powered approach ensures chips are aligned with your agent's purpose.
Frequently Asked Questions
Yes. You can create a Global "Help" chip and also Record-scoped "Help with this record" chips. Both can coexist.
Yes. Messages can include context variables. Example: "Show me my tasks, {USER_FIRST_NAME}" becomes "Show me my tasks, John". This personalizes the message.
Recommended: 3-6 total. More than 6 clutters the UI. Focus on the 3-4 most common actions users need. You can always add more later based on usage patterns.
Currently, there's no "active" flag on chips. To disable a chip, delete it. Consider archiving the configuration in a document if you might need it again.
Next Steps
Explore context fields for more automatic data context, or review deployment channels to understand where your agents appear.