Quick answer. A suggested reply is a tappable button that sends a predefined response back to your agent in one tap — no typing. Each reply has display text (up to ~25 characters) and a postbackData string your webhook receives so you can map the tap to intent without parsing free text. Suggested replies are the cleanest way to steer a conversation (“Confirm,” “Reschedule,” “Yes/No”) and avoid input errors.
One reply, and a typical Yes/No pair:
{ "reply": { "text": "Confirm", "postbackData": "confirm_1043" } }
"suggestions": [
{ "reply": { "text": "Yes", "postbackData": "yes_1043" } },
{ "reply": { "text": "No", "postbackData": "no_1043" } }
]