Send Message

 

Sends a text message reply to a social media interaction.

 

Sending a reply to a single message or post ends the interaction and the script will not be allowed to send further replies via any further instances of the action cell. If there are further instances of the action cell in the script, each will exit via its Error exit point. In contrast, sending a reply to a conversation (a group of messages) does not end the interaction and further instances of the action cell are permitted in the script.

If the incoming contact is subsequently routed to an agent, the agent desktop (DTA) will show the messages sent to the contact from instances of this action cell. The illustration below shows messages sent by two instances of the Send Message action cell before the contact was routed to the agent. 'Monumental Team' is an alias that is used in place of the script name. 

Properties

Option	Description
Message	Use this field to compose your message (preceded by =).  Alternatively, use a user string variable:   Using a variable offers the advantage of formatting the message with placeholders using the Format String action cell.
Alias	Enter a sender name that will be seen by the agent in the DTA (as shown in the example in the introductory section), or leave blank if you want the agent to see the name of the FLOW script. The recipient will not be shown the script name or alias.

Exit Points

Exit Point	Description
Complete	This is taken when the message has been sent.
Error	This is taken if the conversation has already ended or if the message fails validation checks (for example, if invalid characters are used in the message).