Step: Send a Message

This step sends a message with the specified content to Contacts who meet all the conditions.

Configuration

There are two key configurations for sending a message: Channel and Message Content.

Channel refers to 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.

Once the channel has been specified, move on to Message Content. Choose between sending a Default Message or a Channel Response.

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.

When selecting an email channel, you have the option to add a subject to the email and compose it using the rich text editor, allowing you to format it according to your preferences.

If you choose not to add a subject, the email will be sent with a blank subject. It's important to note that any emails sent to this contact through this specific workflow will be grouped within the same thread.

Media messages can be sent in the form of a file or image. Select the desired file from the device or the File library.

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.

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.

When selecting an email channel, you have the option to add a subject to the email and compose it using the rich text editor, allowing you to format it according to your preferences.

If you choose not to add a subject, the email will be sent with a blank subject. It's important to note that any emails sent to this contact through this specific workflow will be grouped within the same thread.

Potential Failure

There are two potential failures in sending a message. The first occurs if the Contact does not have an associated channel. The second is attributed to general failures, such as the expiry of API keys, closed messaging windows or network issues.

The contact will exit the workflow upon encountering the above failures.