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WorkflowBuilderMessages & Chat

Messages & Chat

These blocks represent the core communication with your customer. You use them to send content, collect answers, or route the conversation to a human.

Send a Message

This is the most common block used to communicate with the user.

Send Message Node UI Configuration

Configuration

  1. Select Message Type: First, choose the type of message you want to send from the dropdown menu (e.g., Text, Image, Template, List, etc.).
  2. Fill Details: Once selected, the specific fields for that message type will appear below.
    • Message Content: Type your text or upload your media.
    • Use Variables: You can make messages dynamic by inserting variables (e.g., “Hello $$recipientName”) into the text fields.

Ask a Question

Use this block when you need the user to reply, and you want to save their answer to use later in the flow.

Ask Question Node UI Configuration

How it Works

  1. Configure Message: Just like the “Send Message” block, select your message type from the dropdown and fill in the details (e.g., “What is your name?”).
  2. Wait & Capture: Unlike a standard message, the flow pauses here. It waits for the user to type a response.
  3. Save Answer: Enter a variable name in the Answer Field (e.g., user_name). The text the user sends back will be saved into this variable.

Example: If you set the Answer Field to user_email, you can later reference the user’s reply by typing $$user_email in another block.

Transfer to Agent (Re-Route)

If the automation cannot handle a request, use this block to move the conversation to a human support queue (Live Chat).

Transfer Agent Node UI Configuration

Configuration

  1. Handover Message: The message sent to the user while the transfer happens (e.g., “Connecting you to an agent…”).
    • Limitation: Currently, this message supports Simple Text Only. Advanced media types (Images, PDFs) are not supported here yet.
  2. Recipient Name (Ticket Name): * By default, the Live Chat ticket uses the name provided by the channel (e.g., the user’s WhatsApp Profile Name).
    • Feature: If you collected the user’s actual name earlier in the flow (using a Form or “Ask a Question”), you can map that variable here (e.g., $$user_real_name).
    • Benefit: This ensures the support ticket is created with the user’s real name instead of a nickname or phone number.
  3. Timeouts: You can optionally configure specific blocks to trigger if the transfer happens “Out of Hours” or if “No Users are Available”.
Introduction to Workflow BuilderLead Management