Send Message

The Send Message node works exactly like the Speak node. Input a text you would like the agent to present to the user via text. However, you are not able to add multiple responses.

Send files, images, and voice recordings as responses

You can send different input types such as text, images, audio, files, and location. Select which type of input you want to send through this node. By default, your Send Message node is set to "text" and you can only select one option at a time.

Whatsapp Limitations

Images: jpg, jpeg and png.

Audio: aac, m4a, amr, mp3 and opus

Video: mp4 and 3gpp.

Note, only H.264 video codec and AAC audio codec is supported.

File: zip, csv and pdf.

When to use the Text Message node

Use the Send Message node to greet users as a first interaction. It’s a good idea to always have a Send Message node as the first node in every agent, introducing the service and providing a clear statement about the agent's abilities and features.


If your virtual agent needs to answer knowledge questions (such as opening hours, etc.) then, after using Classification to classify into the right intent, you can use the Send Message node to reply to the user. This is only relevant if the agent is only supposed to respond and doesn’t expect any user input or want to end the conversation there.

Use clear, concise and example oriented instructions. Your user needs to be able to understand exactly what they need to provide to the agent at that specific point in the flow. As a designer you must be able to create this using as little words as possible.

Use WhatsApp Formatting to specify your text message

To define your text, you can use the WhatsApp formatting - just hover over the little information button next to Agent Says. Once you test your agent from your WhatsApp application, you will see the formatting you selected.

How to use Location in the Send Message node

Some Use Cases require sending locations, e.g. if the user requires a store location or asks for directions. You can share a location either from a hardcoded value, that you input manually into the location node or a dynamic parameter value, that you collect from the user.

Send a location based on a dynamic parameter value

Using e.g. a "LOCATION" parameter, the agent will send a dynamic address to the user. The agent will take this address and retrieve the correct store location via API request. Select "Parameter" as the mode and then select the specific parameter you want to store that new value in. In the conversation, the specific location you retrieved from the API request will then be sent to the user.

Agent: How can I help you?

User: I need to return something. Where's the closest store?

Agent: May I ask where you are located?

User: 7175 Us 93 Hwy S, Lakeside, MT, 59922

Agent: Great, thank you. I'm sending you the location.

Send a pre-defined location

In this Use Case, the agent is required to answer a simple FAQ regarding the business's location. Select "Map" and add the correct location. The location will then be sent to the user.

Agent: How can I help you?

User: What is your address?

Agent: I'm sending you the location.

Before enabling this WhatsApp bot to real traffic, check Google Maps API if the address gives out the right location.

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