Table of Contents

Step: Send a Message

Shing-Yi Tan Updated by Shing-Yi Tan


There are two key configurations for sending a message:

  • Channel - This is the chosen Channel for sending the message. The options are Last Interacted Channel, which specifies that the message will be sent through the last Channel of interaction with a Contact, or a choice from all connected Channels.
  • Message Content - Use this once the Channel is specified. The Default Message text must be filled in in order to save and publish your Workflow.

To send a Default Message, choose from two message types: A text-based message or a media message.

Text-based messages can be configured to include emojis, Variables or Snippets. To include Variables, add the prefix "$" to support the interpolation of static text and Variables. To include a Snippet, add "/" and select the preferred Snippet.

Limitation: The message cannot be longer than 2,000 characters.

Media messages can be sent in the form of a file or image. Select the desired file from the device or the File library. You can send up to 5 attachments per email.

To send a Channel Response, configure a Channel-specific response. Choose a Channel and the message type (text or file/image). Some channels even have special message types, which can be selected from the Message Type dropdown menu. This includes template messages by supported channels such as WhatsApp and Facebook.

Email Channel Message Composer

When using an email Channel you can add a subject to the email and compose it in rich text editor. If you choose not to add a subject, the email will be sent with a blank subject.

Advanced Settings

Turn the Add Message Failure Branch toggle ON to handle failed messages. When a message fails to send in this step, it will be directed to the failure branch.

How It Works

A message will be sent via the chosen Channel. If a Channel Response has been specified, it will be used. Otherwise, the Default Message will be sent.

If Last Interacted Channel is selected, the message format will depend on the existence of a Channel Response. If a Channel Response for that channel exists, the Channel-specific response will be sent. If no Channel Response for that channel exists, the Default Message will be sent.

Potential Failure

There are two potential failures in sending a message:

  • If the Contact does not have an associated Channel.
  • General failures, such as the expiry of API keys, closed messaging windows or network issues.

If the above failures occur, you can create an alternative flow with the Message Failure Branch for your Contacts.

Best Practices

Here are some best practices for this step you can follow to optimize your workflow:

  • Send automated messages with the bot 🤖 emoji so that your customers know that this is an automatic response.
  • Make messages readable by using a format that best fits your Channel of choice. For example, if you are using an email Channel, formatting emails with paragraphs will make it easier to read for your customers.

Suggested Use Cases

Here are some ways you can use the Send a Message Step:

  • Create Automated Welcome and Away Messages: Manage customers' expectations by sending an automated welcome and away message. Customers will receive an immediate response with relevant information such as business operating hours, even if no agent is available to attend to their inquiries.
  • Create Automated Chat Menus: Provide immediate and automated responses to common inquiries and messages around the clock. This availability allows customers to send and receive responses at any time, improving customer satisfaction with timely communication.

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