Visual Attachments: A new dimension for chat agents

Many customer conversations happen today in text. It’s fast, flexible, familiar, and what made AI agents so effective in the first place. But text is just a start. When customers can see what’s happening in the chat window, not just read it, the experience instantly feels better and more human.

From words to visuals

Visual components are small UI elements that live directly inside chat and add a new dimension to conversations. Think of a progress bar showing where you are in a process, a preview of a product you may end up buying, or a set of quick-select buttons instead of long back-and-forth text.

They don’t replace the conversation; they make it much easier. Each element shortens the path to completion and gives customers more confidence in what’s happening.

A tale of two conversations

Take Rocket Mortgage’s prequalification agent.

Prequalification is a multi-step process. If delivered entirely in text, customers might struggle to see where they are in the process or worry about entering sensitive information into a plain text field. The conversation would be functional, but without the clarity or ease customers expect in a multi-step flow.

With visual interactivity, the same flow feels completely different. A progress indicator now shows what step the customer is on. A secure entry field routes sensitive information directly to its destination, displays a lock icon, and tells you your data is 256-bit encrypted. And when pre-qualification is complete, a celebratory card appears with rate, term, and down payment details.

The effect is immediate: more trust, higher completion, and a sense that a major milestone just happened.

How it comes together

Behind the scenes, each of these components follows a simple path:

1. Design. Identify where customers slow down or hesitate in chat—those moments are ideal for visual input.
2. Build. Engineers build reusable components in React, a JavaScript-based library. Anything that can run in a browser can live inside chat.
3. Deploy. Teams can drop those same components into conversations in Agent Studio without requiring any code.

Each one is accessible, responsive, and measurable, so builders can test what works and optimize continuously.

Clarity you can measure

For Rocket, a clearer, more guided experience is part of what makes their agent so effective. And that shows up in their results: when customers use Rocket’s Digital Assistant and then connect with a banker, conversion rates are four times higher across both refinance and purchase flows. Visual cues help customers understand each step, build confidence as they move through the process, and ultimately follow through at higher rates.

It’s a powerful example of how design, product, and engineering can work together to make proven agents even faster and easier to navigate. When the next step is clear, customers move faster, feel more confident, and are more likely to follow through.