Send Message

Who should read this article: Administrators

Send messages to callers over text channels, such as SMS and WhatsApp.

Introduction

Use the Send Message node to send a text message to a caller. Send a message to deflect callers from IVR to text channels.

When the message is sent, an interaction is logged to the CDR.

Connections

The Send Message node allows unlimited input connections and 1 output connection.

Using the Send Message node

To add a Send Message node to your interaction flow, click the Send Message node icon:

To make an input connection, drag a link to the Send Message node from any node supporting an output connection. To make an output connection, drag a link from the Send Message node to any node supporting an input connection.

Configuring the Send Message node

To configure a Send Message node in your interaction flow, click the Send Message node to display the Send Message configuration panel. In the Send Message configuration panel, click the "i" icons to read information about the configuration menus and fields.

Channel

Specify one of the following text channels to send the message:

• SMS
• WhatsApp

SMS

To

The system automatically inserts the caller's phone number.

From

Use the From menu to select a Sender ID group for the message.

Message

Enter the message to be sent to the caller by SMS.

You can include dynamic content in your messages by leveraging system and custom variables in the Message field. Click "{ }" to display the Variables menu or manually enter a variable by typing its name enclosed in double brace brackets like this: {{variableName}}.

WhatsApp

To

The system automatically inserts the caller's phone number.

From

Use the From menu to select a WhatsApp digital channel for the message.

Message template

Select a WhatsApp message template to be sent to the caller by the WhatsApp channel.

Message preview

A preview of the selected message template.