You can only use the send message node when you’re within the 24-hour customer service window.
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.
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
Check out 💬Message template formats for correct image dimensions, file sizes and more…