You can only use the send message node when you’re within the 24-hour customer service window.

<aside> 💡 When a customer messages you, a 24 hour timer called a customer service window starts. If you are within the window, you can send free-form messages or template messages. If you are outside the window, you can only send template messages via the Send update node.

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When creating a message you can add the following elements:

• Text (body)
  • Emoji
  • External variables – when using an external trigger such as Klaviyo, Shop system trigger
  • Custom variables – which are predefined in charles’ Settings > Custom properties
• Media
  • Photo, video, documents
• Quick reply buttons (QRB) - up to 3
  • From the settings, the customer response can be stored as a contact property (email) or an existing custom property
• Lists - maximum of 10 items

<aside> 💡 Check out Message template formats for correct image dimensions, file sizes and more…

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