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<translate>= Send Message+ =
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<translate>
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The Send Message+ scenario block is used to send messages to customers. Note that the types of messages you can send changes depending on whether you are creating a voice or chat scenario.
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= Send Message+ =
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The Send Message+ scenario block sends messages in voice or chat scenarios. Messages are sent over chat channels like SMS and messenger. Each channel provides similar options with variations explained in each channel's section.
  
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;Voice scenarios
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:* [[#Voice | Voice]]
  
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[[File:Send-Message-Plus-53.PNG|225px|Scenario Builder Send Message+ scenario block]]
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;Chat scenarios
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:* [[#Initial | Initial]]
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:* [[#SMS | SMS]]
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:* [[#Messenger | Messenger]]
  
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==Voice==
  
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== Chat Scenarios ==
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The Send Message+ block for voice scenarios sends an SMS message to a phone number if the access number associated with the scenario is SMS capable.
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=== Conditional Exits ===
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{{Image750|2022-12-21_11_43_15-send-message-block-messengers-voice.png|The Send Message+ block for Voice in Scenario Builder.}}
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The Send Message+ block for chat scenarios may take the following conditional exits.  
 
  
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==== Send error ====
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===Conditional Exits===  
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A ''Send error'' conditional exit occurs if the attempt to send a text message returns an error.
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:; Send error
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:: Allows further processing if the attempt to send a text message returns an error.
  
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==== Timeout ====
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===Settings===
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The Send Message+ block in chat scenarios may take the ''Timeout'' conditional exit. A Timeout occurs when the amount of time configured in [[#Timeout_after,_sec|Timeout after, sec]] has been exceeded due to no input text being received. Note that if not specified, the default timeout value is 600 seconds.
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:; Message
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:: The text to send via SMS. Variables in the $(varname) format can be used.
  
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=== Settings ===
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:; Send to this number
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==== Chat (send) channel ====
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:: The number to which the SMS message will be sent. Variables in the $(varname) format can be used.
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When used in a chat scenario, the Send Message+ block can be used to send either a chat or an SMS message. For the ''Chat (send) channel'' setting, select either ''Initial'' or ''SMS''.
 
  
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If the media type is set to SMS, the service on behalf of which the text messages are sent must have the "Outbound chat accounts" property specified.
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==Initial==
  
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If you want to be able to receive and process possible replies to this message, an SMS/MMS access number should be configured in your ''Messaging/Chat'' scenario entry for the given chat scenario.
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When channel type Initial is selected, the Send Message+ scenario block for chat scenarios sends a message using the channel type over which the interaction originated. The block can be configured to wait for a file and to time out. The conditional exits, '''Timeout''' and '''File Received''' can be used for further processing, like setting up a loop to receive multiple files.
  
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If your chat scenario uses both the ''Initial'' channel and the ''SMS'' channel in the same scenario, note that the system will ensure the ''Initial'' channel is the default primary. That is, using the ''Send Message+'' block to send an SMS during a web chat interaction will ensure that the ''SMS'' channel is used for that block only.
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{{Note | If a chat scenario uses the Initial and SMS channel, the system ensures the Initial channel is the default primary.  
  
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'''Note''': If the chat originated as an SMS interaction, SMS will be considered the ''Initial'' channel (i.e., all ''Send Message+'' messages will be SMS—both ''Initial'' and ''SMS''). 
 
  
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==== Message ====
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Examples:
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''Message'' is the text of the message to be sent to the customer. Variables in the ''$(varname)'' format can be used in the message text.
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* Using the Send Message+ block to send an SMS during a web chat interaction ensures the SMS channel is used for that block only.
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* If the chat originated as an SMS interaction, SMS is considered the Initial channel and all Send Message+ messages will be SMS.
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}}
  
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==== Send to this number ====
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{{Image750|2022-12-21_11_43_04-send-message-block-messengers-initial.png|The Send Message+ block in Scenario Builder for Chat set to the '''Initial''' chat channel, with '''Wait for Response''' and '''Expect a File''' checked, showing the '''Send Error''', '''Timeout''' and '''File Received''' conditional exits.}}
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If sending an SMS message, specify the number to which the text message will be sent. Variables in the ''$(varname)'' format can be used.
 
  
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==== Wait for text input ====
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===Conditional Exits===
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When this checkbox is selected, the system waits for an incoming chat or SMS message before sending the configured message.
 
  
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==== Result variable name ====
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:; Send error
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If ''Wait for text input'' is selected, when an incoming message is received, the contents of the message (i.e., result) will be passed to the variable name you define here.
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:: Allows further processing if the attempt to send a text message returns an error.
  
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==== Timeout after, sec ====
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===Settings===
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If ''Wait for text input'' is selected, this field allows you to define the number of seconds the system waits for text input before timing out.
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:; Message
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:: The text to send via SMS. Variables in the $(varname) format can be used.
  
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:; Send to this number
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:: The number to which the SMS message will be sent. Variables in the $(varname) format can be used.
  
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==SMS==
  
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[[File:Scenario-Send-Message-Chat-5899artemis.PNG|650px|thumbnail|center|Send Message+ settings for SMS]]
 
  
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When '''channel type''' SMS is selected, the Send Message+ scenario block for chat scenarios sends a message to a number specified in the '''Send to this number''' field. The block can be configured to wait for a file and to time out. The conditional exits, '''Timeout''' and '''File Received''' can be used for further processing, like setting up a loop to receive multiple files.
  
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== Voice Scenarios ==
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{{Image750|2022-12-21_11_43_15-send-message-block-messengers-sms.png|The Send Message+ block in Scenario Builder for Chat set to the '''SMS''' chat channel, with '''Wait for Response''' and '''Expect a File''' checked, showing the '''Send Error''', '''Timeout''' and '''File Received''' conditional exits.}}
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In order to be able to send SMS, the access number associated with the given scenario entry point must have the SMS capability.
 
  
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If you want to be able to receive and process possible replies to the messages sent via this scenario, you need to:
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===Conditional Exits===
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* Configure a chat service to receive such SMS replies.
 
  
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* Add the number that you use to send the messages via this scenario as an SMS/MMS access number for the  Messaging/Chat entry that you will configure for the given chat service.  
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:; Send error
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:: Allows further processing if the attempt to send a text message returns an error.
  
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=== Conditional Exits ===
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:; Timeout
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The Send Message+ block for voice scenarios may take the following conditional exits.  
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:: Available when '''Wait for response''' is selected. Executes when the length of time specified in '''Timeout after, sec''' expires.
  
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==== Send error ====
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:; File Received
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The ''Send error'' conditional exit if the attempt to send a text message returned an error.  
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:: Available when '''Expect a file''' is selected. Executes when a file is received from the user. Populates the result variable value with the file and any text message received with the file.
  
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=== Settings ===
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===Settings===
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The Send Message+ block for voice scenarios sends text messages (i.e., SMS) only.
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:; Message
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:: The text to send. Variables in the $(varname) format can be used.
  
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==== Message ====
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:; Send to this number
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''Message'' is the text of the SMS to be sent to the customer. Variables in the ''$(varname)'' format can be used in the message text.
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:: The number to which the message will be sent. Variables in the $(varname) format can be used.
  
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==== Send to this number ====
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:; Wait for response
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When sending an SMS message, specify the number to which the text message will be sent. Variables in the ''$(varname)'' format can be used.
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:: Select to wait for an incoming chat or SMS message before sending the configured message.
  
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:; Expect a file
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:: Available when '''Wait for response''' is selected. Select to wait for a file for the length of time specified in '''Timeout after, sec'''.
  
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[[File:CCA-Scenario-SendMessage-Voice-5399msg.PNG|650px|thumbnail|center|Send Message+ settings for voice]]
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:; Result variable name
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:: Select to pass the incoming message content to the variable name defined here.
  
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:; Timeout after, sec
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:: Select to set the number of seconds to wait for input before timing out.
  
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==Messenger==
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When '''channel type''' Messenger is selected, the Send Message+ scenario block for chat scenarios sends a message to the messenger address specified in the '''Messenger <nowiki>"type: address"</nowiki>''' field. The block can be configured to wait for a file and to time out.
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{{LightBulb | The conditional exits, '''Timeout''' and '''File Received''' can be used to set up a loop when receiving multiple files.}}
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{{Image750|2022-12-21_11_43_04-send-message-block-messengers-messenger.png|The Send Message+ block in Scenario Builder for Chat set to the '''SMS''' chat channel, with '''Wait for Response''' and '''Expect a File''' checked, showing the '''Send Error''', '''Timeout''' and '''File Received''' conditional exits.}}
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===Conditional Exits===
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:; Send error
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:: Allows further processing if the attempt to send a text message returns an error.
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{{Note | Messenger errors are delivered asynchronously, so the '''Send Message+''' block might not exit to the '''Send Error''' conditional exit on error, but the error details propagate to the variables ''$(sendMesageResultCode)'' and ''$(sendMesageResultBody)''. }}
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:; Timeout
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:: Available when '''Wait for response''' is selected. Executes when the length of time specified in '''Timeout after, sec''' expires.
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:; File Received
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:: Available when '''Expect a file''' is selected. Executes when a file is received from the user. Populates the result variable value with the file and any text message received with the file.
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===Settings===
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:; Message
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:: The text to send. Variables in the $(varname) format can be used.
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:; Messenger <nowiki>"type: address"</nowiki>
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:: The messenger address to which the message will be sent. Variables in the $(varname) format can be used.
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:; Wait for response
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:: Select to wait for an incoming chat or SMS message before sending the configured message.
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:; Expect a file
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:: Available when '''Wait for response''' is selected. Select to wait for a file for the length of time specified in '''Timeout after, sec'''.
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{{Note |
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Telegram, Facebook Messenger, and WeChat change the names of image files to auto-generated strings when they're sent. The original file names aren't propagated, although the file extension remains.
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}}
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:; Result variable name
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:: Select to pass the incoming message content to the variable name defined here.
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:; Timeout after, sec
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:: Select to set the number of seconds to wait for input before timing out.
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<br>
  
  
 
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</translate>

Latest revision as of 12:47, 21 September 2023

• 5.19 • 5.3 • 5.8

Send Message+

The Send Message+ scenario block sends messages in voice or chat scenarios. Messages are sent over chat channels like SMS and messenger. Each channel provides similar options with variations explained in each channel's section.

Voice scenarios
Chat scenarios

Voice

The Send Message+ block for voice scenarios sends an SMS message to a phone number if the access number associated with the scenario is SMS capable.

The Send Message+ block for Voice in Scenario Builder.

Conditional Exits

Send error
Allows further processing if the attempt to send a text message returns an error.

Settings

Message
The text to send via SMS. Variables in the $(varname) format can be used.
Send to this number
The number to which the SMS message will be sent. Variables in the $(varname) format can be used.

Initial

When channel type Initial is selected, the Send Message+ scenario block for chat scenarios sends a message using the channel type over which the interaction originated. The block can be configured to wait for a file and to time out. The conditional exits, Timeout and File Received can be used for further processing, like setting up a loop to receive multiple files.


Info.40x40.png If a chat scenario uses the Initial and SMS channel, the system ensures the Initial channel is the default primary.


Examples:

  • Using the Send Message+ block to send an SMS during a web chat interaction ensures the SMS channel is used for that block only.
  • If the chat originated as an SMS interaction, SMS is considered the Initial channel and all Send Message+ messages will be SMS.


The Send Message+ block in Scenario Builder for Chat set to the Initial chat channel, with Wait for Response and Expect a File checked, showing the Send Error, Timeout and File Received conditional exits.

Conditional Exits

Send error
Allows further processing if the attempt to send a text message returns an error.

Settings

Message
The text to send via SMS. Variables in the $(varname) format can be used.
Send to this number
The number to which the SMS message will be sent. Variables in the $(varname) format can be used.

SMS

When channel type SMS is selected, the Send Message+ scenario block for chat scenarios sends a message to a number specified in the Send to this number field. The block can be configured to wait for a file and to time out. The conditional exits, Timeout and File Received can be used for further processing, like setting up a loop to receive multiple files.

The Send Message+ block in Scenario Builder for Chat set to the SMS chat channel, with Wait for Response and Expect a File checked, showing the Send Error, Timeout and File Received conditional exits.

Conditional Exits

Send error
Allows further processing if the attempt to send a text message returns an error.
Timeout
Available when Wait for response is selected. Executes when the length of time specified in Timeout after, sec expires.
File Received
Available when Expect a file is selected. Executes when a file is received from the user. Populates the result variable value with the file and any text message received with the file.

Settings

Message
The text to send. Variables in the $(varname) format can be used.
Send to this number
The number to which the message will be sent. Variables in the $(varname) format can be used.
Wait for response
Select to wait for an incoming chat or SMS message before sending the configured message.
Expect a file
Available when Wait for response is selected. Select to wait for a file for the length of time specified in Timeout after, sec.
Result variable name
Select to pass the incoming message content to the variable name defined here.
Timeout after, sec
Select to set the number of seconds to wait for input before timing out.

Messenger

When channel type Messenger is selected, the Send Message+ scenario block for chat scenarios sends a message to the messenger address specified in the Messenger "type: address" field. The block can be configured to wait for a file and to time out.


Bulb-on.50x50.png The conditional exits, Timeout and File Received can be used to set up a loop when receiving multiple files.


The Send Message+ block in Scenario Builder for Chat set to the SMS chat channel, with Wait for Response and Expect a File checked, showing the Send Error, Timeout and File Received conditional exits.

Conditional Exits

Send error
Allows further processing if the attempt to send a text message returns an error.


Info.40x40.png Messenger errors are delivered asynchronously, so the Send Message+ block might not exit to the Send Error conditional exit on error, but the error details propagate to the variables $(sendMesageResultCode) and $(sendMesageResultBody).


Timeout
Available when Wait for response is selected. Executes when the length of time specified in Timeout after, sec expires.
File Received
Available when Expect a file is selected. Executes when a file is received from the user. Populates the result variable value with the file and any text message received with the file.

Settings

Message
The text to send. Variables in the $(varname) format can be used.
Messenger "type: address"
The messenger address to which the message will be sent. Variables in the $(varname) format can be used.
Wait for response
Select to wait for an incoming chat or SMS message before sending the configured message.
Expect a file
Available when Wait for response is selected. Select to wait for a file for the length of time specified in Timeout after, sec.


Info.40x40.png

Telegram, Facebook Messenger, and WeChat change the names of image files to auto-generated strings when they're sent. The original file names aren't propagated, although the file extension remains.


Result variable name
Select to pass the incoming message content to the variable name defined here.
Timeout after, sec
Select to set the number of seconds to wait for input before timing out.


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