Send message

The Send Message step sends a text message to the customer. It’s the step you’ll use most: greetings, answers, confirmations, anything that doesn’t need a template.

Find it in the Send a message group of the palette.

Note

Send Message only works inside WhatsApp’s 24-hour reply window, which starts with the customer’s last message. If they haven’t messaged you in the last 24 hours, use Send template instead.

Settings

Setting	Notes
Recipient Phone Number	Optional. Leave it empty to reply to the customer the bot is talking to.
Header Text	Optional, up to 60 characters. Shown above the message.
Body Text	The message itself, up to 1,024 characters.
Quick Replies	Optional, up to 3 buttons of up to 20 characters each.

Add variables

Personalise the message with details saved earlier in the bot or stored on the contact. In the header, body and quick-reply fields, type {{ to pick a variable.

Hi {{contact.name}}, your order {{order_id}} is on its way.

Note

Check that the variable has a value at that point. An empty variable leaves a gap in the sentence; it doesn’t stop the message from sending.

Quick replies

Add up to three quick-reply buttons so the customer can tap instead of typing. Each button gets its own output on the step, so every answer can lead somewhere different. Keep labels short: WhatsApp cuts anything over 20 characters.

Delivery branches

You can also turn on extra outputs that follow what happens to the message: On Delivery, On Read, On Failure, or Not delivered within a time you choose. A No reply output catches customers who don’t answer.

Send to someone else

Normally you leave Recipient Phone Number empty. Fill it in to notify someone else, such as your own team’s number or a number saved in a variable earlier in the bot.