Messaging action nodes allow your flow to interact with customers or team members—whether it's sending automated replies, sharing media, or leaving internal notes for follow-up. 

In this article, we will walk you through how to set up each type of messaging action node.

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:
   • Channel type: Select the messaging channel type to send your message from (e.g. WhatsApp, Facebook, Instagram) This is needed because each channel has its own message format limitation.
     • If you're using an Incoming message trigger, make sure to select the same channel type to avoid flow errors. 
   • 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

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. 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

All other channels (Line, WeChat, Telegram, Viber, SMS, Live Chat, TikTok)  

1. Message body: Provide and configure the message content in the text field

Send media 

The Send media action allows you to send media files, such as images, videos, or documents to the customer. This is useful for sharing product visuals, sending promotional content, or providing helpful attachments to support a conversation.

Use “Send media” action node to:

• Share product photos or catalogs
• Send how-to videos or demo clips
• Provide downloadable resources like invoices or brochures

Set up "Send media" action node

1. Click on the Send media 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:
   • Channel type: Select the messaging channel type to send your message from (e.g. WhatsApp, Facebook, Instagram, etc)
   • 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

Add internal note 

The “Add internal note” action inserts a private note into the customer’s conversation, visible only to your internal team. This is useful for documenting key information, sharing context with colleagues, or tracking decisions made throughout the conversation, or tagging an agent to reply to the end-customer

Use “Add internal note” action node to:

• Record important details about a customer interaction
• Share handover notes between team members
• Tag teammates for follow-up or internal discussion

Set up "Add internal note" action node:

1. Click on the Add internal note 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:
   • Message: Enter the internal note content here

You can also tag a specific team member by typing “@” and the team member’s name. When the message is sent out, the tagged team member will receive a notification and see the message in their Inbox.