Send Message Step

The Send Message step delivers a message to the customer as part of your workflow. It supports two modes: static text where you write the exact message, and AI agent mode where the AI generates a contextual response.

When to use this step

Use the Send Message step whenever your workflow needs to communicate with the customer — welcome messages, confirmations, status updates, follow-ups, or AI-powered responses to complex questions.

Configuration

Static mode

Write the exact message text you want to send. You can include personalization variables like the customer's name or email to make messages feel personal. Static mode is ideal when you want full control over the wording.

AI agent mode

Select one of your AI agents and provide optional instructions. The AI generates a contextual response using the agent's knowledge base, the conversation history, and your instructions. This is useful when the response needs to adapt to what the customer said.

Output paths

This step has a single output path that proceeds to the next step after the message is sent.

Example use cases

• Send a personalized welcome message when a new conversation starts
• Deliver an AI-generated answer to a customer question using your knowledge base
• Send a confirmation message after a successful action (e.g., "Your refund has been processed")
• Provide after-hours messaging explaining when your team will be back