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<translate>= Send Message+ =
 
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.
 
  
 +
= 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.
  
[[File:Send-Message-Plus-53.PNG|225px|Scenario Builder Send Message+ scenario block]]
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;Voice scenarios
 +
:* [[#Voice | Voice]]  
  
 +
;Chat scenarios
 +
:* [[#Initial | Initial]]
 +
:* [[#SMS | SMS]]
 +
:* [[#Messenger | Messenger]]
  
== Chat Scenarios ==
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==Voice==
  
=== Conditional Exit ===
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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.
The Send Message+ block for chat scenarios may take the following conditional exit.  
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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.}}
  
==== Timeout ====
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===Conditional Exits===  
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.
+
 
 +
:; 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. HTML tags in the ''Message'' text will not be interpreted as markup and will appear as plain text to the recipient.
  
[[File:Send-Message-Plus-Chat-53.PNG|300px|thumbnail|center|Send Message+ conditional exit for chat]]
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:; Send to this number
 +
:: The number to which the SMS message will be sent. Variables in the $(varname) format can be used.
  
 +
==Initial==
  
=== Settings ===
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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.
==== Media type ====
 
When used in a chat scenario, the Send Message+ block can be used to send either a chat or an SMS message. For the ''Media type'' setting, select either CHAT or SMS.
 
  
==== Message ====
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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.  
''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.
 
  
==== Send to this number ====
 
If sending an SMS message, specify the number to which the text message will be sent. Variables in the ''$(varname)'' format can be used. Note that in order for this option to work in voice scenarios, an [[Contact-center-administrator-guide/Messaging#SMS.2FMMS_access_numbers|SMS/MMS access number]] should be configured in your [[Contact-center-administrator-guide/Messaging|Messaging/Chat]] entry.
 
  
==== Wait for text input ====
+
Examples:
When enabled, this checkbox allows the configured message to be sent after the customer has entered text (i.e., sent an SMS).
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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.
 +
* If the chat originated as an SMS interaction, SMS is considered the Initial channel and all Send Message+ messages will be SMS.
 +
}}
  
==== Result variable name ====
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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.}}
''Result variable name'' allows you to create a variable associated with the results returned from this block; the variable can be used at a later point in your scenario to trigger events or pass data.
 
  
==== Timeout after, sec ====
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===Conditional Exits===
This field appears after the [[#Wait_for_text_input|Wait for text input]] checkbox has been selected, and is where you configure the amount of time in seconds the system will wait before it takes the [[#Timeout|Timeout]] conditional exit.
 
  
 +
:; Send error
 +
:: Allows further processing if the attempt to send a text message returns an error.
  
[[File:Send-Message-Plus-Chat-Settings-53.PNG|650px|thumbnail|center|Send Message+ settings for chat]]
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===Settings===
 +
:; Message
 +
:: The text to send. Variables in the $(varname) format can be used.  
  
 +
:: How HTML tags in the ''Message'' text are rendered depends on the initial channel:
 +
::* HTML tags will be rendered as markup if the initial messaging channel is [[Chat-widget-configuration-guide/UserInterfaceOverview| Chat Widget]].
 +
::* HTML tags will be rendered as plain text if the initial messaging channel is SMS.
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::* Other messaging channels may or may not support the rendering of HTML tags as markup.
  
== Voice Scenarios ==
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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.
  
=== Conditional Exits ===
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==SMS==
The Send Message+ block for voice scenarios may take the following conditional exits.
 
  
==== Send error ====
 
The ''Send error'' conditional exit if the attempt to send a text message returned an error.
 
  
==== Timeout ====
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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.
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.
 
  
 +
{{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.}}
  
[[File:Send-Message-Plus-Voice-1-53.PNG|300px|thumbnail|center|Send Message+ conditional exits for voice]]
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===Conditional Exits===
  
 +
:; Send error
 +
:: Allows further processing if the attempt to send a text message returns an error.
  
=== Settings ===
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:; Timeout
The Send Message+ block for voice scenarios sends text messages (i.e., SMS) only.
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:: Available when '''Wait for response''' is selected. Executes when the length of time specified in '''Timeout after, sec''' expires.
  
==== Message ====
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:; File Received
''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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:: 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.
  
==== Send to this number ====
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===Settings===
When sending an SMS message, specify the number to which the text message will be sent. Variables in the ''$(varname)'' format can be used. Note that in order for this option to work in voice scenarios, an [[Contact-center-administrator-guide/Messaging#SMS.2FMMS_access_numbers|SMS/MMS access number]] should be configured in your [[Contact-center-administrator-guide/Messaging|Messaging/Chat]] entry.
+
:; Message
 +
:: The text to send. Variables in the $(varname) format can be used. HTML tags in the ''Message'' text will not be interpreted as markup and will appear as plain text to the recipient.
  
==== Wait for text input ====
+
:; Send to this number
When enabled, this checkbox allows the configured message to be sent after the customer has entered text (i.e., sent an SMS).
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:: The number to which the message will be sent. Variables in the $(varname) format can be used.
  
==== Result variable name ====
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:; Wait for response
''Result variable name'' allows you to create a variable associated with the results returned from this block; the variable can be used at a later point in your scenario to trigger events or pass data.
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:: Select to wait for an incoming chat or SMS message before sending the configured message.
  
==== Timeout after, sec ====
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:; Expect a file
This field appears after the [[#Wait_for_text_input|Wait for text input]] checkbox has been selected, and is where you configure the amount of time in seconds the system will wait before it takes the [[#Timeout|Timeout]] conditional exit.
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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'''.
  
 +
:; Result variable name
 +
:: Select to pass the incoming message content to the variable name defined here.
  
[[File:Send-Message-Plus-Voice-Settings-53.PNG|650px|thumbnail|center|Send Message+ settings for voice]]
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:; 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 <nowiki>"type: address"</nowiki>''' field. The block can be configured to wait for a file and to time out.
  
 +
{{LightBulb | The conditional exits, '''Timeout''' and '''File Received''' can be used to set up a loop when receiving multiple files.}}
  
</translate>
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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.}}
 +
===Conditional Exits===
 +
 +
:; Send error
 +
:: Allows further processing if the attempt to send a text message returns an error.
 +
 
 +
{{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)''. }}
 +
 
 +
:; Timeout
 +
:: Available when '''Wait for response''' is selected. Executes when the length of time specified in '''Timeout after, sec''' expires.
 +
 
 +
:; 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.
 +
 
 +
===Settings===
 +
:; Message
 +
:: The text to send. Variables in the $(varname) format can be used. HTML tags will be rendered as markup in [[Chat-widget-configuration-guide/UserInterfaceOverview| Chat Widget]] messages, but may be rendered as plain text in other messaging channels.
 +
 
 +
:; Messenger <nowiki>"type: address"</nowiki>
 +
:: 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'''.
 +
 
 +
{{Note |
 +
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.
 +
<br>

Latest revision as of 07:44, 6 September 2024

• 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. HTML tags in the Message text will not be interpreted as markup and will appear as plain text to the recipient.
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. Variables in the $(varname) format can be used.
How HTML tags in the Message text are rendered depends on the initial channel:
  • HTML tags will be rendered as markup if the initial messaging channel is Chat Widget.
  • HTML tags will be rendered as plain text if the initial messaging channel is SMS.
  • Other messaging channels may or may not support the rendering of HTML tags as markup.
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. HTML tags in the Message text will not be interpreted as markup and will appear as plain text to the recipient.
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. HTML tags will be rendered as markup in Chat Widget messages, but may be rendered as plain text in other messaging channels.
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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