Node: Send Message

The Send message node (send_message) is the most-used action in the workflow builder: it sends a message to the contact through a conversational channel (WhatsApp, Webchat, etc.). The message lands in the inbox attributed to the workflow, not to an agent.

When to use it

• Auto-reply inside the conversation that triggered the flow.
• Proactively reach out on a specific channel (reminders, follow-ups).
• Send the same message across every channel the contact has an identity on.

Configuration

• Delivery channel, with 4 modes:
  • In the trigger's own conversation (last, default): requires a chat-based trigger (message received, conversation opened, etc.).
  • On a specific channel (specific): finds or reuses an open conversation on the chosen channel; creates one if none exists.
  • Start a new conversation on a channel (start_new): always creates a fresh conversation on the chosen channel — useful for proactive outreach or scheduled reminders.
  • On every channel the contact has (all_linked): sends a copy of the message on each channel the contact is linked to.
• Message type: for now the engine only delivers content as plain text (for images/files, paste the public URL inside the message).
• Message (required): supports variables like {{contact.first_name}}.

Example

Workflow triggered by "Tag added = VIP": Send message node with channel Start a new conversation on a channel → WhatsApp Sales, Message: Hi {{contact.first_name}}, thanks for being a VIP customer. An advisor will reach out today.

Tips

• If the trigger doesn't carry a chat conversation (e.g. triggered from a board or on a schedule) and you leave the mode on "same conversation", the step fails with a clear error — switch to specific or new-conversation mode.
• For an email straight to the customer, use Send customer email instead of this node.

Troubleshooting

• "channel_mode=last but the trigger did not provide an open conversation": switch the mode to specific or start-new, or use a chat trigger.
• "No target conversation could be resolved": the contact is missing a channel identity for the chosen channel, or you didn't select a channel_id.