Message nodes send messages to your customers and can wait for responses. From simple text messages to interactive WhatsApp lists.

For all channels (cross-channel)

Send Message

The universal node to send messages across all channels. And the only node with which you can open a new conversation within an automation.

Option 1: Send to conversation

Sends the message to an existing conversation - e.g., the conversation that triggered the automation.

Example: Customer writes via WhatsApp → Trigger "New incoming conversation" → Send message to "Conversation from trigger" → Customer receives reply on WhatsApp

Option 2: Send to contact (open new conversation)

Sends the message to the contact via a new channel - then select SMS or email. This opens a second conversation within the same automation.

Example: Customer writes via WhatsApp → You ask for email address → You send confirmation to contact via email → Now you have two conversations: WhatsApp (from trigger) and email (from this node)

Why only SMS and email?

WhatsApp doesn't appear here because there's a dedicated node for it: "Send WhatsApp template". WhatsApp has stricter rules (24-hour window, only approved templates outside the window) - that's why there's a separate node.

What does this mean for your automation?

Once you've opened a second conversation, you must select which conversation is meant for all subsequent conversation actions (update label, mark as done, etc.). More on this in the article "Automations for advanced users" under "Working with omnichannel automations".

Special feature - Wait for Reply:

Only after the "Send message" node can you add a "Wait for Reply" node. This pauses the automation until the customer responds and outputs the response as a variable.

Waiting for Reply

This node pauses the automation until the customer responds.

Where it can be used:

Directly after the "Send message" node
After the "WhatsApp template sent" trigger (only if the template contains no quick responses or lists - CTA buttons are allowed)

Why so valuable:

With "Wait for Reply" you can build conversation flows without using interactive elements like quick responses or lists. This is especially helpful when:

You want to have a simple text dialogue
The channel doesn't support interactive elements (e.g., email, SMS)
You want to wait for a response after sending a WhatsApp template
The response is available as a variable and can be used in all subsequent nodes

Follow-up paths:

If the contact responded successfully → Response is valid, automation continues
Retry attempts expired → Contact didn't give a valid response after X attempts
If the contact doesn't respond within X → Timeout reached

Additional settings

Type of response:

Defines which format the response must have:

Text
Number
Email
Phone number
URL
Image
PDF
Video
Document
All file types
Date + time
Date

Retry attempts:

How often the error message is sent when the response doesn't match the selected format (e.g., 3 retry attempts).

Error message:

Message that is sent when the response is invalid (e.g., "Please send us a text message.").

User input expires in:

Time period after which the automation continues if the contact doesn't respond (e.g., 23 hours).

Ask Question

Three nodes in one: Send message + Wait for response + Edit contact.

Ask a question, wait for the response, validate the format, and optionally save directly to the contact - all in one node.

Settings:

Question:

Compose the text of the question
Variables can be inserted
Attachments can be added

Type of response:

Defines which format the response must have. Works exactly like "Wait for response" - same response types, retry attempts, and error message.

Save response to contact (optional):

Activate toggle and select contact attribute - the response is automatically saved in the selected attribute. Saves a separate "Edit contact" node.

When to use "Ask question" vs. "Send message + Wait for response":

Ask question: When you want to save the response directly to the contact - saves two nodes
Send message + Wait for response: When you only need the response as a variable or want more control over the individual steps

Only WhatsApp

WhatsApp List Message

Message with up to 10 options in an expandable list. Customer taps button → List opens → Customer selects option.
Only when conversation time window is open (within 24h after last customer message).
Each option creates its own follow-up path.

When to use list vs. quick replies:

Quick replies: Up to 3 options, buttons directly visible, faster selection
List: Up to 10 options, customer must first open the list, good for longer selections

Settings:

Message: Text, variables possible
Button text: Text on the button that opens the list (max. 20 characters)
Options: Up to 10 options (max. 24 characters per option), optionally with description. Can be grouped into sections.
Footer (optional): Short info text (max. 60 characters)
User input expires in: Time period until automation continues without response
Make quick replies mandatory:
- Deactivated: Customer can write free text → "If contact writes something else" path
- Activated: Customer must click button. If customer writes something else → custom error message is sent and question is repeated. After retry attempts → "Retry attempts expired" path
Retry attempts (only when mandatory): How often the error message is sent
Error message (only when mandatory): Message when customer writes something other than button (e.g., "Please select one of the given options")
Next step on send error: Activate error path if message cannot be sent (e.g., if message cannot be delivered because the customer doesn't have WhatsApp)

WhatsApp Quick Response Message

Message with up to 3 buttons. Buttons are directly visible - customer simply taps on them.
Only when conversation time window is open (within 24h after last customer message).
Each button creates its own follow-up path.

Settings:

Header (optional): Image, video, PDF, or text
Message: Text, variables possible
Quick replies: Up to 3 buttons (max. 20 characters per button)
Footer (optional): Short info text (max. 60 characters)
User input expires in: Time period until automation continues without response
Make quick replies mandatory:
- Deactivated: Customer can write free text → "If contact writes something else" path
- Activated: Customer must click button. If customer writes something else → custom error message is sent and question is repeated. After retry attempts → "Retry attempts expired" path
Retry attempts (only when mandatory): How often the error message is sent
Error message (only when mandatory): Message when customer writes something other than button (e.g., "Please select one of the given options")
Next step on send error: Activate error path if message cannot be sent (e.g., if message cannot be delivered because the customer doesn't have WhatsApp)

WhatsApp Template

Sends a previously approved WhatsApp template.
Only option when the conversation time window is closed (more than 24h since last customer message). But also works when the window is open.

Important:

Templates must be created in Superchat beforehand and approved by WhatsApp
Each sent template costs money (WhatsApp Conversation Pricing)
Templates can contain variables that must be filled in when setting up the automation - either statically with a fixed value or dynamically with automation variables or contact attributes

Follow-up paths:

Without interactive elements:

Successfully sent → Message was delivered
Error → Message could not be delivered (e.g., contact not on WhatsApp, invalid number)

With interactive elements (quick responses or list): Same follow-up paths as with WhatsApp quick replies or lists node:

One path per button / option
Optional: "Other" path or "Retry attempts expired" path (depending on setting)
"User input expires in" path
"Error" path

Only Live Chat

Live Chat Message

Interactive message in the website widget with optional buttons.
Only for live chat - doesn't work on other channels.
Each button creates its own follow-up path.

Settings

Heading (optional): Text (max. 60 characters)
Message: Compose text, with or without attachment (max. 1 attachment per message). Or attachment only without text. Variables possible.
Buttons (optional): Up to 5 buttons - mix of quick responses and CTA buttons possible (e.g., 2 CTAs + 3 quick responses)
Footer (optional): Short info text (max. 60 characters)
User input expires in: Time period until automation continues without response
Make quick replies mandatory:
- Deactivated: Customer can write free text → "Other" path
- Activated: Customer must click button. If customer writes something else → Error message is sent and question is repeated. After X retry attempts → "Retry attempts expired" path
Retry attempts (only when mandatory): How often the error message is sent
Error message (only when mandatory): Message when customer writes something other than button
Next step on send error: Activate error path if message cannot be sent