Send automated messages to customers in supported Messaging channels based on certain events. For example, notify customers about the status of their case: “John, your case #1234 has been resolved.” Automated messaging is also known as triggered outbound messaging.
Required Editions
| View supported editions. | |
This article applies to:
|
Enhanced In-App Chat, Enhanced WhatsApp, Standard and Enhanced SMS, and Enhanced Apple Messages for Business channels |
This article doesn’t apply to:
|
Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Enhanced LINE, and Bring Your Own Channel |
The way you set up and send an automated notification depends on the channel where it’s sent.
| Channel Type | Setup Method | Sending Method |
|---|---|---|
| Standard SMS and standard Facebook Messenger channels | Create a template on the Messaging Templates page in Setup. |
A flow sends the message. In SMS channels, automated messages are supported only within the country of the channel’s phone number. For example, in a channel with a US phone number (+1), you can send automatic messages only to US phone numbers. |
| Enhanced WhatsApp channels | Create a template in WhatsApp Business Manager. Then, create a notification messaging component on the Messaging Components page in Setup, and link it to your template. | A flow sends the message. Service reps can also send them manually from the Service Console. |
| Enhanced In-App Chat, enhanced SMS, enhanced LINE, and enhanced Apple Messages for Business channels | Create a notification messaging component on the Messaging Components page in Setup. | A flow sends the message. Service reps can also send them manually from the Service Console. |
In Enhanced In-App Chat, you can also set up push notifications. Push notifications alert customers about new messages sent by service reps or automation. For example, after a flow sends a message to a customer in your iOS app, a push notification informs the customer that they received a message.
- Set Push Notifications for Enhanced In-App Chat
Set push notifications for your iOS or Android mobile apps in your Enhanced In-App Chat channel. Unlike messages that are automated or sent by service reps, push notifications are temporary and don’t appear in a user’s chat history. - Send Automated Messages in Enhanced Messaging Channels
Using a flow and a notification messaging component, send customers automated messages to notify them about a product delivery, case update, or something else. - Send Automated Messages in Standard Messaging Channels
Using a flow, send customers automated, template-based messages in standard Messaging channels to notify them about a product delivery, case update, or something else.