Greetings & Welcome
Set the tone for the conversation with a friendly, branded greeting the moment a visitor opens your chat widget.
Chat Workflow Message Node
Send Rich Messages Automatically
The Message node is the most fundamental building block of any chat workflow. Use it to greet visitors, deliver instructions, confirm actions, or notify users about escalations — all without writing a single line of code.
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What Is the Message Node?
The Message node is the foundational element of every IMSupporting chat workflow. It sends a text message, rich media, or formatted content to the visitor at a specific point in the conversation. Think of it as the voice of your workflow — it's how your automated assistant communicates with people who visit your website.
Unlike static auto-responders, the Message node is fully contextual. It can appear at the start of a conversation as a warm greeting, in the middle as transitional guidance, or at the end as a confirmation. You can chain multiple Message nodes together, interleave them with data collection steps, and even personalise the text using variables captured earlier in the workflow.
Instructions & Guidance
Tell visitors what to expect next — whether you're about to collect their email, transfer them to an agent, or present options.
Confirmations
Acknowledge that information has been received, a ticket has been created, or an agent is on the way.
Escalation Notices
Let visitors know they're being transferred to a live agent, a different department, or an offline message form.
How the Message Node Fits Into a Workflow
Every workflow needs at least one Message node, but most use several. The Message node typically serves as the connective tissue between interactive steps — appearing before a data-collection step to explain what you need, between decision branches to acknowledge a choice, and after form submissions to confirm receipt.
Because the Message node is output-only (it sends information but doesn't collect it), it's lightweight and fast. Visitors see the message instantly, and the workflow moves to the next step without waiting for input. This makes it ideal for pacing the conversation and creating a natural, chat-like cadence.
Example: E-commerce Support Greeting Flow
A retail website uses three Message nodes to create a polished support experience.
START
Human Chat
Live agent
Step-by-Step Breakdown
- Greeting Message: The first Message node fires the instant the widget opens. It sets a warm, branded tone — visitors immediately know they're in the right place.
- Button Group: The visitor picks a topic (Order tracking, Returns, or Other). This input determines the branch.
- Transition Message: A second Message node acknowledges the selection and tells the visitor what happens next. This small touch dramatically reduces perceived wait times.
- Human Handoff: The workflow routes the visitor to the correct live agent team with full context.
Best Practices & Tips
Getting the most out of the Message node is about clarity, tone, and timing. Here are the techniques used by the most effective workflows on the platform.
Keep Messages Short
Chat is a fast medium. Aim for one to two sentences per Message node. If you need to convey more, split the content across multiple nodes with a brief delay — this mimics natural typing and feels more human.
Personalise with Variables
Reference visitor data you've already collected. A message that says "Thanks, Sarah — I'm connecting you now" is far more engaging than a generic "Please wait." Use the {{name}} variable after a Collect Info step.
Use Transition Messages
Always place a Message node before a handoff or long-running step. Visitors who see "Connecting you to an agent now…" are significantly less likely to abandon the conversation than those who see nothing.
Match Your Brand Voice
The Message node's text is your brand speaking. Use the same tone, vocabulary, and style you use on the rest of your website. A formal law firm and a playful e-commerce brand should sound very different in chat.
Frequently Asked Questions
Can a Message node include images or rich media?
Yes. While the Message node is optimised for text, you can include inline links that display as clickable URLs. For richer media like images, cards, or embedded content, combine the Message node with the dedicated Image node or Link node that follow immediately after.
How many Message nodes can I use in one workflow?
There's no hard limit. Most effective workflows use between three and ten Message nodes. The key is relevance — each message should add value to the visitor experience. Avoid flooding the chat with back-to-back messages without interaction steps in between.
Can I use variables or dynamic content in messages?
Absolutely. Any data captured by a Collect Info or Form Field node earlier in the workflow is available as a variable. Use the {{variable_name}} syntax to insert dynamic values like the visitor's name, email, or any custom field into your message text.
What happens if a Message node is the last step?
If a Message node is the final step in a branch, the message is displayed and the workflow ends. The chat remains open so the visitor can read the message. This is commonly used for goodbye messages, ticket confirmation numbers, or "We'll email you shortly" closings.
Related Modules
The Message node works hand-in-hand with these workflow modules to create complete conversational experiences.
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Create your first workflow with the Message node in minutes. No code, no complexity — just drag, type, and publish.