Send Actions - Introduction

Overview

Send Actions are used to deliver different types of messages to customers within a chatbot flow. These actions allow you to send text, media, documents, products, and interactive messages to guide users through automated conversations.

Each Send Action sends information to the customer without requiring an immediate response. This helps businesses share updates, media, product details, and promotional content efficiently during automated interactions.

Send Actions Overview

Send Text

Sends a plain text message to customers within the bot flow. This action is commonly used for greetings, updates, confirmations, or informational messages.

Send Image

Sends an image message to customers with an optional caption. It is useful for sharing visual content such as product images, promotions, or announcements.

Send Audio

Sends an audio file or voice message to customers. This action helps deliver voice instructions, recorded messages, or audio updates.

Send Video

Sends a video message with an optional caption. It is typically used for product demonstrations, tutorials, or promotional videos.

Send Document

Sends document files such as PDFs, Word files, or spreadsheets. This action is useful for sharing brochures, invoices, reports, or downloadable resources.

Send Products

Sends product details directly from the catalog to customers. It allows customers to view product information and interact with items directly inside the chat.

Send Carousel Media

Sends a scrollable set of media cards containing images, titles, and buttons. This action is ideal for showcasing multiple offers, features, or promotions in a single message.

Send Carousel Products

Sends a horizontal list of products from the catalog in a carousel format. Each card displays product details, allowing customers to browse multiple products easily.

Send Button

Sends a message with interactive buttons that allow users to respond by clicking predefined options. This helps guide users through quick selections without requiring manual typing.

Send List

Sends a structured list message containing multiple selectable options. Customers can browse and choose an item from the list to continue the conversation.

Send Template

Sends a WhatsApp-approved template message to customers within the bot flow. Templates are typically used for notifications, alerts, or structured business communications.

Send CTA URL

Sends a message with a call-to-action button that redirects customers to a specific URL. This is useful for directing users to websites, payment pages, booking forms, or product pages.

Common Configuration Fields

Most Send Actions include the following settings.

Action Name

The internal name used to identify the action in the workflow.

Message Content

The text, media, or template message sent to the user.

Media Attachment

Allows you to attach images, videos, documents, or audio files to the message.

Template Selection

Used to select approved WhatsApp templates for sending business messages.

Buttons / Quick Replies

Allows users to interact using predefined buttons or quick reply options.

Delay Settings

Defines the delay time before sending the message to simulate natural conversation flow.

Next Action

Determines which action should be triggered after the message is sent.

Example Send Flow

Example chatbot interaction:

Bot: Welcome to OwnChat 👋 Bot: Please choose an option below.

User: Show Menu

Bot: Here’s our menu 🍽️ Bot: Your order will be delivered within 20 seconds 🚀

The chatbot sends automated messages and guides the user through the conversation flow.

Best Practices

Follow these recommendations when designing Send Action flows.

Use clear and short messages

Keep messages easy to understand and user-friendly.

Use media wisely

Add images, videos, or documents only when necessary.

Use approved templates properly

Ensure WhatsApp templates are approved before using them in workflows.

Add interactive buttons

Buttons improve user engagement and simplify navigation.

Maintain proper flow sequence

Arrange messages logically for a smooth chatbot experience.

Avoid excessive messaging

Sending too many messages continuously may reduce user engagement.

Summary

Send Actions allow chatbots to send messages, media, and notifications to users during conversations.

With Send Actions, you can:

• Send text messages instantly

• Share images, videos, documents, and audio files

• Deliver template messages to users

• Send automated replies and notifications

• Build smooth and engaging chatbot conversations

Send Actions are essential for creating interactive communication and automated customer engagement workflows.