What Are Suggestion Chips?
Suggestion chips are the clickable buttons that appear in your AI chat, giving shoppers quick conversation starters like "Show me bestsellers" or "What's on sale?" They help guide customers toward the actions you care about most — whether that's browsing a collection, asking about a promotion, or starting a product search.
What You Can Do
You can create, edit, reorder, and remove suggestion chips directly from your Sales Skills settings — no Expert Zone access required. Each chip you create sends a custom message to the AI on behalf of the shopper when clicked.
What you control:
Label: The text shoppers see on the chip (e.g., "Gift ideas under $50")
Full Shopper's Request: The message sent to the AI when the chip is clicked (e.g., "I'm looking for gift ideas under $50, what do you recommend?")
Note: Some chips are labeled "System flow" — these are built-in chips tied to core skill behavior and can't be edited. Your custom chips appear alongside them.
How to Create a New Suggestion Chip
Navigate to AI Training → Sales Skills in your Rep AI console
Click the Settings button on the skill you want to customize
Scroll to the "Additional suggestion chips" section
Click "+ Add chip"
Enter the Label — this is what shoppers see (keep it short and action-oriented)
Enter the Full Shopper's Request — this is the message the AI will receive when the chip is clicked
Click Save to apply your changes
How to Edit or Remove a Chip
Open the skill's Settings dialog
In the "Additional suggestion chips" section, click on the chip you want to change
Update the Label or Full Shopper's Request as needed
To remove a chip, click the X button next to it
Click Save
How to Reorder Chips
Drag and drop chips to change their order. Chips that appear first get the most visibility and clicks. See Reorder Your Suggestion Chips with Drag and Drop article for details.
Tips for Effective Suggestion Chips
Lead with your highest-value action — if you're running a sale, make that the first chip
Match the label to shopper intent — "Help me find a gift" works better than "Product Finder"
Keep labels short — 3-6 words performs best
Make the full request natural — write it as if the shopper is actually saying it in conversation
Test your chips — use Test & Train to verify each chip triggers the response you expect