These steps sit under Conversation in the step picker, plus Location under Ask & collect. They are how your agent talks. Messages go out in the order you stack them, and the flow continues to the next step.
| Step | What it does | Outputs |
|---|---|---|
| Send a message | A reply made of text and media blocks. | One |
| Send media | One or more files: image, video, audio or document. | One |
| Send carousel | A strip of swipeable cards, each with a picture or clip, text and buttons. | One |
| Send card | One picture or video with a title, text and up to three buttons. | One per Reply button |
| Location | Asks the customer to share where they are, and waits. | One |
Write text in both languages with the Content language switch in the editor. A step with nothing to send blocks publishing.
Send a message
The inspector shows What the customer receives as a list of blocks, in sending order. Use Add text or Add media, and drag blocks to reorder them.
- In a text block, type the message and use Insert a variable to include things the customer said earlier, such as
{{name}}. - A media block takes an upload or a Link (a web address or a variable). Choose its Type: image, video, audio or document. For a document you can set a File name that the recipient sees.
Send media
Files the customer receives works like a message but holds only files. Add more with Add another file.
Send carousel
Set Text above the cards, then add Cards. A carousel needs between 2 and 10 cards.
| Card field | Rule |
|---|---|
| Image or video | Required on every card. |
| Title | Up to 80 characters. |
| Text | Up to 160 characters. |
| Buttons | Up to 2 per card, each a Reply or a Link; a label is up to 20 characters. |
Every card must have the same kinds of button (Reply or Link) in the same order, because channels draw one row of buttons for the whole carousel. The labels can differ from card to card. Publishing is blocked until the kinds match.
A Reply button sends its label back as the customer's answer. To receive it, follow the carousel with a Collect, Selection or Location step. Link buttons simply open the page.
Send card
A card is like a Selection with a picture. Set the image or video, Title (up to 80 characters) and Text (up to 160). Then add buttons — three in total across both kinds:
- Reply buttons are branches. When a customer taps one, the flow follows that button's output. The label of the tapped button is saved to the variable in Saves to.
- Link buttons open a page and never branch the flow. Link addresses use
https://.
With no Reply button, a card just continues to the next step.
Location
The step asks the customer to share their location and waits for the reply.
- Write the Prompt, for example Share your location so we can find the nearest branch…
- Name the variable in Saves to. Publishing is blocked until it has a name. Prefix the name with
session.to keep it for the whole conversation.
WhatsApp and web chat show a Share location button. Other channels get the prompt as plain text.
Message steps do not wait
A message step sends and moves on, even if it contains a location request or a Reply button. To receive the answer, use a Location, Collect or Selection step next.