Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)
We need the ability to block the messaging composer when the AI agent sends button or quick reply options in a dialogue flow. Currently, blockChatInput is only available via the Sunshine Conversations Post Message API, but not as a native option in the AI agents – Advanced dialogue builder. This affects our customers (degraded UX), our bot operations team (extra workarounds to handle unintended free text), and our agents (who receive unnecessary escalations caused by broken flows).
What problem do you see this solving? (1-2 sentences)
When the AI agent presents buttons, customers often type free text before the message finishes loading, which breaks the dialogue flow and causes misrouting or intent reclassification. Blocking the composer during button steps would guarantee customers follow the intended interaction path.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This happens daily across multiple use cases. Customers type a response before the button options have fully rendered, which triggers a new intent classification and kicks them out of the current flow. They then receive an unrelated response or get routed to the wrong path, leading to confusion, repeated messages, and unnecessary escalations to live agents. This directly impacts our automated resolution rate and increases our average handling time.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
No viable workaround exists. We attempted to send button messages via the Sunshine Conversations API with blockChatInput: true from the integration builder, but the dialogue builder cannot listen for customer replies to API-sent messages, making it impossible to continue the flow.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
A simple toggle on AI agent message blocks in the dialogue builder (e.g., "Block composer while buttons are displayed") that automatically sets blockChatInput: true on the underlying Sunshine Conversations message and unblocks it when the customer selects an option.
