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
You can also use bold characters if you want parts of your copy to stand out.
To use bold text, you'll have to use asterisks to specify what part of your copy should be bold: Simply place one asterisk (*) immediately before and after the text you want to bold.
✅ Correct:
*bold text*→ bold text❌ Incorrect:
* bold text *→ This will not render correctly❌ Do not add emojis or spaces between the asterisks and the text
Check out 💬Message template formats for correct image dimensions, file sizes and more…