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Create an offer

An offer is the content a customer sees when Offer Manager decides an offer fits the conversation. Each offer renders natively for the channel your agent requests, such as an RCS rich card or an SMS message with a link. This document describes how to create an offer in the console. To make the offer eligible at a moment, add it to a rule.

You can also create offers with the Offer Manager API.

The example on this page is the resort concierge agent from Moments, offers, and rules, which offers guests a spa booking after they check in.

Before you begin

  • Offer Manager must be enabled for your org. See Availability.
  • You need the editor, admin, or owner role in the org.
  • Prepare an image for the card. Offer Manager resizes it for each channel.

Create the offer

  1. In the console, in the Offer Manager section, click Offers.
  2. Click Create Offer.
  3. In Offer Name, enter a name for your team, such as Spa booking.
  4. In Title, enter the card's headline, such as Unwind at the spa.
  5. In Subtitle, enter the supporting line, such as Book a 60-minute massage for this afternoon.
  6. Click Upload and choose the image.
  7. In Alt Text, enter the message to show where a card can't be shown. On SMS, the customer receives this text followed by the offer's link, so write it as a complete message.
  8. To add a button or suggested reply, click ADD ACTION, and then set the following:
    • Action Type: Navigate opens a link, Call dials a phone number, and Text offers a suggested reply.
    • Display Text: the label the customer sees, such as Book now.
    • Action: the link for Navigate, or the phone number for Call.
    • A tap records: An acceptance for a reply such as Book now, A decline for a reply such as Not now, or Nothing. Rules can use these responses, for example to stop showing the offer to guests who declined it. See Record accepts and declines.
  9. Optional: To return data with the offer for your agent's own use, click ADD CUSTOM PROPERTY and enter a Name and a Value, such as bookingType and spa. Custom properties don't change how the offer looks.
  10. Optional: In Frequency Cap, choose how often one customer can see this offer.
  11. Click Add.

Links in Navigate actions are returned as click-tracking URLs, so a tap is recorded before the customer reaches the destination.

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