Send message

The “Send message” action sends a text message to the customer via your selected channel. Use “Send message” action node to:

• Respond to customer inquiries
• Provide real-time updates or confirmations
• Share important information
• Initiate follow-up conversations

Set up "Send message" action node

1. Click on the Send message action node to open up its node form, which will appear on the right side of the screen
2. The node form contains the following fields for you to configure your action:
   • Send via: Select the specific messaging channel to send your message from (e.g. WhatsApp channel HK)
     • You can select incoming channel (the same channel you received the message) OR manually select the channel you want to send this message from
   • Media: Upload or drag-and-drop the media file that you wish to send
     

Channel-specific configurations

WhatsApp

1. Message type: Select between "Template" or "Manual" for your WhatsApp message type
   • If you selected Incoming channel in the “Send via” field, only “manual message” is available. This is because templates are tied to WABAs (WhatsApp Business Accounts). When using an incoming channel, the system cannot determine which templates to display
2. Message body: Provide and configure the message content in the text field. Variables can be inserted for personalization. For example: “Hi {contact_name}”, the message will automatically insert the customer’s name
3. Media: Upload or drag-and-drop the media file that you wish to send

3. Button: Select a button option to create an interactive message, e.g. adding quick reply buttons or an options list to your message
   • If you don’t need buttons, select “None”.
4. Button as branch: Toggle this ON to create automatic branches based on which button the customer clicks.
   • Only applicable when buttons are added for manual messages or templates with buttons
   • If you’re not using buttons but still want to route based on replies, you can use Wait for event and condition node. 
     
     

Facebook

1. Send time: 
   • Within 24h window: Use when replying to a customer-initiated conversation.
   • Outside 24h window: Use for outbound messages when business needs to reach out for end-customer for non-promotional purpose. You'll need to select a message tag specifying the message purpose
     • You can find more details about Facebook Messenger channel here: Facebook Messenger channel overview
2. Message body: Provide and configure the message content in the text field
3. Media: Upload or drag-and-drop the media file that you wish to send
   
   
   All other channels (Line, WeChat, Telegram, Viber, SMS, Live Chat, TikTok)  
   
   1. Message body: Provide and configure the message content in the text field