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Component Message

Discover how to use the Message component on your design screen (Flowbuilder). It is the main piece of any diagram, allowing you to send texts, audios, images, videos and documents to your customers. Communicate clearly and attract

🎯 What is the Message component for?

The Message component is the tool that allows you to send information to your customer during the conversation. It is one of the key pieces for guiding the conversation in a clear and organized way.

You can use it to:

  • Show a welcome menu when the customer writes to you for the first time.

  • Guide the customer between different options through easy-to-use buttons.

  • Share files, audio or directions depending on what the customer needs at that moment.

📲 Available Message Types

The component offers three main types of messages that you can choose according to your needs:

1️⃣ Interactive Text (buttons, lists, image)

Allows you to create written messages to your liking (with bold, italics or emojis) and add your customer's name to make it feel personal. Additionally, you can add elements for the customer to click on:

  • Buttons / List: You can add interactive options so the customer doesn't have to type. When you turn on this switch, the "Button Type" menu will offer you 4 excellent options to choose from:

    1. Quick Reply (Fixed Options): It's the classic button. You write the options one by one (e.g. "Buy", "Support") and the customer simply clicks on the one they want.

    2. WhatsApp Flow: Allows you to open native forms or more advanced interactive screens directly within the customer's WhatsApp application.

    3. Dynamic Responses: Ideal if the options change depending on each customer (for example, showing them a list of their available appointments or their recent orders). To use it, you first bring that information from your systems (using the "HTTP Request" component) and save it in an information field. Then, in your message, simply choose "Dynamic Responses", select that field, and the system will build the buttons for you automatically in real time!

    4. Call Permission: A special button designed to politely request authorization from the customer before an agent makes a phone call to them.

  • Image: You can attach a photo that accompanies your main text to make it more attractive.

💡 Smart rules for buttons (Fixed and Dynamic):

  • 1 to 3 options: They will appear as quick buttons on the screen.

  • 4 to 10 options: They will be grouped in a very organized dropdown menu.

  • What if my dynamic list brings more than 10 options?: WhatsApp only allows a maximum of 10 buttons. But don't worry: the system is smart and, if it detects more than 10 options, it will automatically transform them into a normal text list within the message (separated by line breaks) so your customer always receives all the information.

  • Text limit: Each button supports a maximum of 20 characters. If the system detects that one of your dynamic options is too long, it will automatically trim it and add ellipsis at the end ("...") so your menu doesn't break and looks perfect.

  • Try it without fear: You can use the "Simulation" tool to see exactly how your dynamic menus are built before showing them to your real customers.

2️⃣ Carousel 🌟

The best way to showcase your products! This option allows you to send visual cards that the customer can swipe. Each card can have an image, a title and a short description. It's ideal for your customers to easily compare options, as if they were viewing an interactive catalog.

3️⃣ Text + Location

Allows you to send a specific address to the user. The location can be configured in two ways:

  • Manual Search: Type the exact address in the search box and give it a reference name (E.g. Downtown Branch).

  • Geographic Coordinates: Activate the Locate by Coordinates control and enter the numerical data.

    👉 Common Use Case: Share the exact location of a branch where the customer will be served.

4️⃣ Multimedia

Allows you to send files directly to the user. Simply click on the component or drag your file:

  • 📄 Documents: PDF.

  • 🖼️ Images: .jpg, .jpeg, .png.

  • 🎥 Videos: .mp4, .m4v (up to 5 MB).

5️⃣ Text to Speech (TTS) 🎙️

Give your brand a human voice! This amazing option converts your written text into a voice note.

  • How does it work? You write the message, choose the language and select the voice you like best. The customer will receive an audio as if someone from your team had recorded it at that very moment. It's perfect for giving warm welcomes or explaining long processes without boring the customer.

6️⃣ Sticker 🖼️

Say goodbye to boring bots and break the ice! Now you can send stickers during the conversation.

  • How does it work? First, upload your favorite images to the settings section of your platform. Then, in this component, simply choose the sticker you want to send. Use it to celebrate a purchase or confirm that everything is ready with a fun touch.

📊 Limitations to Keep in Mind

The visual options change a little depending on where the customer writes to you from:

  • WhatsApp: It's the most complete. It allows long lists, carousels, audio, stickers and all files.

  • Instagram and Messenger: They are a bit simpler. They allow up to 3 buttons and send normal images. If you send them something they don't support, the system will adjust it as normal text so the conversation doesn't get interrupted.

🔗 How to Connect Buttons with a Response Evaluator?

For buttons to execute actions within the flow and for the conversation to advance, they must be evaluated:

  1. Add the Evaluate Response component immediately after your message with buttons.

  2. When you connect both components, the buttons will be inherited automatically.

  3. Define what action should be performed for each button by connecting it to the corresponding branch (e.g. send another message, save a field, route to an agent).
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✅ Best Practices for Perfect Design

  • Short texts: Keep the words in your buttons very brief so they read well on mobile screens.

  • Always evaluate: A message with buttons is useless if you don't connect it to the "Evaluate Response" piece.

  • A clear path: Make sure each button takes the customer down a different and logical route.

  • Test it first: Use the "Simulation" tool on your platform to pretend to be a customer and test that all buttons and audio work perfectly before publishing.

Your bots now have a voice! 🚀

The Message component is the key piece for interacting with your customers. Use it to share texts, images or files and create clear, dynamic and highly effective conversational experiences. ✅

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