Channel elements

Channels

To use a channel in your flow, you must first configure the channel. For more information, refer to the documentation for the channel that you want to use.

After configuring the channel, add the channel element to your flow and configure the element. Each channel element has generic features that are available in all channels and channel-specific features.

This section shows how to configure the channel-specific options in channel elements.

After configuring and activating the flow, you can view traffic reports for the channel. Go to Analyze and view the channel statistics. You can also generate a report that contains detailed information.

Apple Messages for Business

With Apple Messages for Business you can send Apple Messages as part of a Flow.

When you start creating a communication with this channel included, select an entry point that best matches your needs. Once you add the Send Apple Message for Businesselement to the communication flow, fill in the sender field and select what kind of message you want to send in the side panel: Text, Attachment, Video, Audio, Files, Quick Reply, or Rich Link(to create content with rich messages containing images or videos to enable customers to preview products or services within the Messages app).

The Design Editor will open where you can construct your message with text, buttons, and an image depending on the level of customization you need for your message. You can even include an optional quick reply text and/or button in the Design Editor too.

Apple Messages for Business is also supported in the Evaluate Inbound Message element so you can branch your Flow based on the message that the user sends to you.

Email

With email, you can design a simple two-way messaging campaign via Flow, or use it for a multichannel communication strategy.

To add a message to the Email element, do one of the following:

• Create the message from within the Email element.
• Create the message from the Messages section and then select it within the Email element. Doing so enables you to reuse messages across communications. This feature is in the Early access phase.
• In the Email element, select an existing message from the Messages section. This feature is in the Early access phase.

Besides the basics: sender name, sender email, reply-to address, subject, and the preheader that will be displayed next to the subject, you can use the placeholders next to the subject and preheader. They will add to the personalization. Supported placeholders are, for instance, the first name, address, subscription, and any other custom values.

The Email Editor is where you create custom content for customers and provides an easy-to-use way of working with HTML versions of your emails.

If it suits your communication scenario, add an attachment. This could be any document, image, or audio/video file.

You can also track who opened and clicked your email. These events are logged for the reporting purposes. Tracking is set by default, but you can exclude it.

In-app message

Use In-app message to send communications to mobile app users when they use the app. In-app messages are displayed on the mobile app screen when the end user opens the app or at the moment that you define in the flow.

(Optional) Use the Demo app to test in-app messages.

LINE

With LINE you can send customized LINE messages as part of a Flow.

When you start creating a communication including this channel, select an entry point that best matches your needs. Once you add the Send LINE Message element to the communication flow, fill in the sender field and select what kind of message you want to send in the side panel: Text, Image, or Rich Card(to create content rich messages containing images, titles, content, and buttons).

The Design Editor will open where you can construct your LINE message with text, buttons, and an image depending on the level of customization you need for your LINE message. You can even include an optional quick reply text and/or button in the Design Editor too.

LINE is also a supported channel with the Evaluate Inbound Message element so you can branch your Flow based on the LINE message that the user sends to you.

Messenger

Use Messenger inside the Flow to converse with the customers regardless of their location, and provide support or a response to their inquiries.

When you start creating communication that includes this channel, select an entry point that is the best match for your scenario. Once you add the Messenger element to the communication flow, fill in the required fields and, in the element`s side panel, add the content types: Text, Buttons (so customers can quickly select the options offered in the message), and/or Image.

Check out our Getting Started guide for Messenger.

MMS

Create engaging multimedia messages with MMS and add them to your flow. Add the sender information and then provide your rich media content in the side panel. Use multiple media formats including audio, video, image, text, application, and vCard files in your message, just ensure that the message file size is within the recommended limit for your mobile network operator.

See MMS message types to learn more.

Mobile Push

Use Mobile push to send automated communications to end users based on the end user behavior in the app.

(Optional) Use the Demo app to test mobile push notifications.

RCS

Deliver important notifications, engage customers with promo offers, or provide support using rich and interactive communication designed in our visual builder.

To add a message to the RCS element, do one of the following:

• Create the message from within the RCS element.
• Create the message from the Messages section and then select it within the RCS element. Doing so enables you to reuse messages across communications. This feature is in the Early access phase.
• In the RCS element, select an existing message from the Messages section. This feature is in the Early access phase.

With RCS, you can send the following message types:

• Text
• File
• Card
• Carousel

Each type has its set of mandatory fields and other features:

Text	File	Card	Carousel
From	From	From	From
Content	URL	Orientation	Card Width
Suggestions	Suggestions	Alignment	Cards (Title, Description, Media, Suggestions)
		Card Content (Title, Media, Suggestions)

Suggestions that are present inside every message type allow for interaction with end users, and they involve these actions: reply, open URL, request location, or dial phone.

The postback data field in suggestions helps collect the information from customers and save it for future use.

SMS

To communicate with end users through the SMS channel, add the Send SMS message element to the flow editor.

Configure the element

Select the element to open the side panel and configure the following fields.

Message

Sender: Select the sender.

Message: Add the message content.

You can add a maximum of 160 characters, including spaces, special characters, new line, emojis, and placeholders.

(Optional) You can generate the message automatically by using AI. To use this option, do the following.

1. Select Generate AI content.
2. Complete the following fields.
   • Add keywords or phrases: Add examples.
   • Provide additional context: Describe your use case, target audience, or messaging goals.
   • Set the tone of voice: Specify the tone of the AI generated message. Example: Professional, courteous, use emojis. Press Enter after each characteristic.
3. Select Generate to create the message.
4. (Optional) To create a variation of the message with the same criteria, select Regenerate. You can regenerate the message a maximum of 100 times.
5. (Optional) To create a new message with different criteria, update the fields and select Regenerate. You can regenerate the message a maximum of 100 times.
6. Select Use to add this message to the Send SMS message element.

Special characters (optional): If you need to use characters that are not part of the GSM alphabet, define special characters.

Distributed Ledger Technology (DLT): Enable DLT if you want to track and verify the delivery of SMS messages, and to make sure that they are sent and received by the intended recipients. For more information, refer to the DLT documentation.

Tracking and reporting (optional)

If your message contains links (URLs), you can do the following.

• Shorten URLs: Shorten the length of the URLs.
• Track URL clicks: Identify the number of times end users click the URL, which end user clicked the URL, and the campaign from which the clicks originated.

For more information, refer to the URL shortening and tracking documentation.

Enable delivery reports over API pull: Select this option to identify the number of delivered messages.

Data payload: Select one or more data that you want to add from stored or imported contacts to your messages. Example: first name and country. For more information, refer to the Data payload documentation.

Message scheduling (Optional)

Delivery time window: Set the time and time zone for your communication. For more information, refer to the Delivery-time window documentation.

Send-time optimization: Enable the flow to determine the best time to send messages to end users. For more information, refer to the send-time optimization documentation.

Advanced settings (Optional)

Message sending speed: Enter the number of messages that you want to send within a specified period.

For more information, refer to the Message sending speed documentation.

Validity period: Set the maximum period during which the flow tries to deliver the message to the end user. For more information, refer to the Validity period documentation.

Flash SMS: Display the message directly on the screen of the recipient’s device. The recipient does not need to open the message to read it.

Ignore the Do not contact list: The flow sends a message to the end user even if the contact is in the Do not contact list. Use this option when you want to send transactional messages to end users but do not want to send them promotional messages.

Other SMS options

Evaluate responses from end users

You can receive an SMS message from your end users and evaluate their response to continue an informed communication. To evaluate the end user's message, use the Evaluate inbound message element.

Notify internal recipients

If you want to notify your internal business units as part of the flow, use the Notify internal recipients function. Example: You want to notify a store manager or staff member when an end user responds.

Viber

Send important notifications or create engaging offers that include buttons and pictures. After selecting the sender and entering your content in the element's side panel, check out the rich content possibilities.

If the message is promotional, select the matching check box in the side panel.

When Viber is your channel of choice, maybe consider adding a failover to another channel from the Infobip portfolio to ensure that your message gets delivered.

WhatsApp

Use WhatsApp Business solution over Flow to communicate with your audience.

To send messages through WhatsApp, add the Send WhatsApp message element to your flow.

You can send the following types of WhatsApp messages.

• Free-form: Send a free-form message. You can use this option only if the end user initiated the communication. You must send the message within 24 hours from the time the end user sends a message to your business. If you need to send a message after the 24-hour period, you must use a template. For more information, refer to the Free-form message section on this page.
• Template: Send a predefined template that has been approved by WhatsApp. You can send Message, Media, or Interactive templates. For more information, refer to the Templates section on this page.

Free-Form Messages

Each free-form WhatsApp message can be one of the following message types - Text, Image, Audio, Document, Location, Video, Sticker, or WhatsApp Flows.

You can create free-form messages in one of the following ways.

• Create the message by using the Messages editor. The advantage of using this editor is that you can save the message and reuse it in other flows. For information about creating the message, refer to the Messages documentation.
• Select an existing message that was created by using the Messages editor. For information about adding the message to your flow, refer to the Messages documentation.
• Create the message through the flow in Moments. For more information, refer to the following section.

Create the message in Moments

Do the following.

1. Add the Send WhatsApp message element to the flow.
2. In the side panel of the element, disable the Use messages field.
3. Select the sender in the From field.
4. In the Type field, select one of the following message types - Text, Image, Audio, Document, Location, Video, Sticker, or WhatsApp Flows.
5. Configure the fields for the selected message type. The fields might be different for each message type. Refer to the following sections to configure each message type.
6. (Optional) Personalize the message with flow variables.
7. (Optional) Add emojis and formatting to messages. Use the following markup.

   Formatting	Symbol	Example	Preview
   Bold	Asterisk (*)	Your total is *$10.50*.	Your total is $10.50.
   Italics	Underscore (_)	Welcome to _WhatsApp_!	Welcome to WhatsApp!
   Strikethrough	Tilde (~)	This is ~better~ best!	This is better best!
   Code	Three backticks (```)	```print Hello World```	print Hello World

8. (Optional) Configure the channel options.

The following image shows a message of type Text.

Audio

Send an audio message to end users.

In the side panel of the Send WhatsApp message element, configure the following fields.

Type: Select Audio.

URL: Specify the publicly-accessible URL that contains the audio file. Supported file types: .aac, .amr, .mp4, .opus. Maximum file size is 16 MB.

To personalize the audio message, use variables in the URL.

Document

Send a document to end users. Example: Details about an order.

In the side panel of the Send WhatsApp message element, configure the following fields.

Type: Select Document.

URL: Specify the publicly-accessible URL that contains the file. Supported file types: .pdf, .doc, .docx, .ppt, .pptx, .xls, .xlsx. Maximum file size is 100 MB.

Caption (Optional): Specify the name of the document.

To personalize the message, use variables in the URL and caption. Example: Include the order ID.

Image

Send an image to end users. Example: An image of a product.

Type: Select Image.

URL: Specify the publicly-accessible URL that contains the image file. Supported file types: .jpg, .jpeg, .png. Maximum file size is 5 MB.

Caption (Optional): Specify the title and description of the image.

To personalize the message, use variables in the URL and caption.

Location

Send a location to end users. Example: Location of the store.

In the side panel of the Send WhatsApp message element, configure the following fields.

Type: Select Location.

Name (Optional): Enter the name of the location.

Address (Optional): Enter the address of the location.

Latitude: Must be between -90 and 90.

Longitude: Must be between -180 and 180.

Caption (Optional): Specify the title and description of the image.

To personalize the message, use variables in the fields.

Sticker

Send a sticker to end users.

In the side panel of the Send WhatsApp message element, configure the following fields.

Type: Select Sticker.

URL: Specify the publicly-accessible URL that contains the sticker.

To personalize the message, use variables in the URL.

Text

Send a text message to end users.

In the side panel of the Send WhatsApp message element, configure the following fields.

Type: Select Text.

Content: Specify the content of the message. To personalize the message, use variables.

Preview URL (Optional): If you use a URL in the Content field, you can display its preview to the end user. The URL must follow the correct format, including http:// or https://. Avoid using IP addresses. You can also add the URL through a variable.

(Optional) You can generate the message in the Content field automatically by using AI. To use this option, do the following.

1. Select Generate AI content.
2. Complete the following fields.
   • Add keywords or phrases: Add examples of the content that you want to generate.
   • Provide additional context: Describe your use case, target audience, or messaging goals.
   • Set the tone of voice: Specify the tone of the AI generated message. Example: Professional, courteous, use emojis. Press Enter after each characteristic.
3. Select Generate to create the message.
4. (Optional) To create a variation of the message with the same criteria, select Regenerate. You can regenerate the message a maximum of 100 times.
5. (Optional) To create a new message with different criteria, update the fields and select Regenerate. You can regenerate the message a maximum of 100 times.
6. Select Use to add this message to the Send WhatsApp message element.

Video

Send a video file to end users. Example: A video that shows how to use your product.

In the side panel of the Send WhatsApp message element, configure the following fields.

Type: Select Video.

URL: Specify the publicly-accessible URL that contains the video file. Supported file types are .mp4, .3gpp, .h264 video codec and .aac audio codec. Maximum file size is 16 MB.

Caption (Optional): Specify the title and description of the video.

To personalize the message, use variables in the URL and caption.

WhatsApp Flows

EARLY ACCESS

WhatsApp Flows is an interactive message type that enables you to add end-to-end custom workflows to your flow. The workflows consist of a set of screens that work together to perform one or more tasks. End users can perform tasks, such as filling out forms, without leaving the WhatsApp app.

Create these WhatsApp Flows in your WhatsApp manager and then add them to your flow in Moments.

Process overview

The process is as follows.

1. Create the WhatsApp Flow in your WhatsApp manager.
2. In your flow in Moments, add and configure the Send WhatsApp message element. In the Type field, select WhatsApp Flow. Add a call-to action button.
3. When an end user reaches the Send WhatsApp message element in the flow, they can select the call-to-action button.
4. The first screen of the WhatsApp Flow is displayed within the WhatsApp app on their device.
5. The end user completes the actions required on this screen and moves to the next screen.
6. The end user goes through all the screens until the WhatsApp Flow is complete.
7. The end user then continues the flow in Moments.

Example: In WhatsApp manager, create a WhatsApp Flow to book an appointment. Add the WhatsApp Flow to your flow in Moments. An end user reaches the WhatsApp element. They then follow the screens in the WhatsApp Flow to book the appointment. They can then continue the flow in Moments.

For more information about these steps, refer to the following sections.

Create a WhatsApp Flow in WhatsApp manager

To create and use WhatsApp Flows, set up an account on the WhatsApp Business Platform (opens in a new tab). This gives you access to the WhatsApp Manager (opens in a new tab).

If you need help in creating WhatsApp Flows, contact your Infobip account manager or contact our support team (opens in a new tab).

Add a WhatsApp Flow to your flow in Moments

To add a WhatsApp Flow to your flow in Moments, add the Send WhatsApp message element. Complete the following fields in the element.

From: Select the sender for the flow.

Type: Select WhatsApp Flow.

Header (optional): Header of the message. You can include spaces, special characters, emojis, and attributes.

Body: Body of the message. You can include spaces, special characters, new line, emojis, and attributes.

Footer (optional): Footer of the message. You can include spaces, special characters, emojis, and attributes.

Button text: The text on the call-to-action button. You can include spaces, special characters, and attributes.

Set up WhatsApp Flow and People attribute mapping: Map the fields in the WhatsApp Flow with attributes in People.

WhatsApp Flow: Select the name of the WhatsApp Flow that you want to add to your flow in Moments.

Flow action: Select one of the following options.

• Navigate: Use this option to predefine the first screen of the WhatsApp Flow.
• Data exchange: Use this option if the screen is dynamic and needs to fetch data from your endpoints (opens in a new tab).

The default value is Navigate.

For more information, refer to the Meta documentation (opens in a new tab).

Screen name: If the Flow action is Navigate, specify the identifier that you created for the first screen of the flow. You can get this information from your flow in WhatsApp manager.

Input data for the first flow screen: If the If the Flow action is Navigate, define the JSON format of the first screen. You can copy this information from the WhatsApp Flow editor in WhatsApp manager.

Message Templates

WhatsApp templates are message formats that have been registered and approved by Meta. Meta requires businesses to use message templates in business communication to avoid inappropriate usage and to ensure message quality for end users.

The following is an example of a template:

Hello {{1}}, your access code to {{2}} is {{3}}. If you did not initiate this request, kindly ignore this notification. Thank you.

The brackets with numbers are called parameters. They are the only parts of message templates that can be changed after approval. Thus, you can use the same message template multiple times and adjust only the parameters according to your requirements.

Templates are of the following types.

• Message: Contain only text messages.
• Media: Contain text and media such as images, videos, documents, and locations.
• Interactive: Contain text, media, and interactive buttons such as quick reply and call-to-action buttons.

For information about creating and registering the template, refer to the Infobip WhatsApp documentation.

After the template has been approved, you can use it in your flow. Do the following.

1. Add the Send WhatsApp message element to the flow.

2. In the side panel of the element, select the sender in the From field.

3. In the Type field, do the following.

   • For message templates, select Template.
   • For media and interactive templates, select Media template.

4. In the Template field, select the required template.

5. In the Language code field, select the language in which you want to send your message. (only predefined languages apply)

6. In the Placeholder mapping or Preview field, view the message from the template.

   

   The message contains placeholders. Map the variables in the template with flow variables. Example: firstName or city. These variables enable you to personalize the message.

   

7. (Optional) Configure the channel options.

   Note

   For interactive templates, you cannot configure URL shortening and tracking for URLs that are used in call-to-action buttons.

Media and interactive templates

In media templates, you can include images, documents, files, and locations.

In interactive templates, you can include not only media, but also interactive elements such as quick-reply buttons and call-to-action buttons.

Depending on the media that is included in the media or interactive template, configure the relevant fields.

• Image media template: In the Image URL field, specify the publicly-accessible URL of the image that you want to send.
• Document message template: In the Document URL field, specify the publicly-accessible URL of the document that you want to send. In the Document filename field, specify the name of the document.
• Video message template: In the Video URL field, specify the publicly-accessible URL of the video that you want to send.
• Location message template: In the Latitude field, specify the latitude of the location. The value must be between -90 and 90. In the Longitude field, specify the longitude of the location. The value must be between -180 and 180.

For interactive templates, configure the following additional fields. Depending on the type of interactive button that is included in the template, configure the relevant fields.

• Quick replies: In the Payload information field, define the payload for each Quick reply button. You can either add static content or add dynamic content by using variables.
• Call-to-action buttons: If the button has been registered as dynamic URL, define the URL placeholder. The placeholder is then propagated as an extension of the registered URL address. For static URL and phone number buttons, you do not need to configure any additional information.

URLs for call-to-action buttons are defined within the template. You cannot change the URL.

Channel Options

Each channel element has generic features that are available in all channels and channel-specific features. This section shows how to configure the generic options.

Select a channel element in your flow to open the side panel and configure the following fields.

URL shortening and tracking

URL shortening

If the links (URLs) that you include in messages to end users are long or contain other parameters, end users might consider such links untrustworthy or spam.

Also, some channels, such as SMS, might have a limit on the number of characters in a message. If a message contains long URLss, it increases the length of the message. If a message exceeds the character limit, the message might be divided into multiple messages, which could increase costs.

Long URLs also increases screen space occupied by the URL on the end user's device, and makes the URL less readable.

URL shortening enables you to shorten the length of the URLs that you share with end users.

URL shortening is available for the following channels:

• LINE
• SMS
• Viber
• WhatsApp

URL shortening works differently depending on the settings you choose. These settings are applied to all the links in the message.

Your message might contain the following types of links.

• URLs that contain only a primary or default domain. Example: www.infobip.com.
• URLs that contain a custom domain or subdomain. Example: www.dev.infobip.com.

Shorten the URL for a default domain

Use this option to shorten URLs that contain only a primary or default domain. When you select this option, the entire URL is shortened.

(Optional) You can also remove the 'http' or 'https' prefix from the URL.

Example:

Original URL	../flow-elements#entry-points
Shortened URL	https://rrj.nu/x5T3jd2Y The entire URL is shortened.
Shortened URL with protocol removed	rrj.nu/x5T3jd2Y The entire URL is shortened, and the protocol https is removed.

Enable URL shortening for a default domain

Do the following:

1. In the flow, go to the channel element in which you want to enable URL shortening.
2. In the Message field, enter the message that contains the links to send to the end user.
3. In the Tracking and reporting section, select Shorten URLs.
4. (Optional) To remove the protocol from the URL, select Remove https:// from domain. 
5. In the choose a domain section, select default domain.
6. Continue configuring the channel element.

Shorten the URL for a custom domain

Use this option to shorten URLs that contain a custom domain or subdomain.

When you select this option, the URL is shortened such that it retains the custom domain. Use this option to send personalized, branded links to end users.

(Optional) You can also remove the 'http' or 'https' prefix from the URL.

Example:

Original URL	https://www.dev.infobip.com/docs/api/customer-engagement/moments
Shortened URL	https://www.dev.infobip.com/x5T3jd2Y The custom domain https://www.dev.infobip.com is retained. The URL content after the custom domain is shortened.
Shortened URL with protocol removed	www.dev.infobip.com/x5T3jd2Y The custom domain www.dev.infobip.com is retained, the URL content after the custom domain is shortened, and the protocol https is removed.

Prerequisites

Register your brand domain.

Enable URL shortening for a custom domain

Do the following:

1. In the flow, go to the channel element in which you want to enable URL shortening.
2. In the Message field, enter the message that contains the links to send to the end user.
3. In the Tracking and reporting section, select Shorten URLs.
4. (Optional) To remove the protocol from the URL, select Remove https:// from domain. 
5. In the choose a domain section, select the custom domain that you have registered. If you have not registered the custom domain with Infobip, select add domain. For more information about adding a custom domain, refer to the URL shortening documentation.
6. Continue configuring the channel element.

URL tracking

URL tracking helps you track the clicks for a link. You can identify which campaign links end users clicked, the number of times they clicked these links, and which end users clicked them.

To enable URL tracking, do the following:

1. In the flow, go to the channel element in which you want to enable URL tracking.
2. In the Content field, enter the message, which contains the link, to send to the end user.
3. Select Show advanced options.
4. Select Track URL clicks.
5. Continue configuring the channel element.

Data Payload

To customize your message, you can add data from stored or imported contacts. Example: first name or country.

In the Tracking and reporting > Reporting options section, select one or more data that you want to include. You can now add this data through placeholders in the message. This data is also included in message reports.

For the Mobile push channel, the predefined data payload is phone number (MSISDN) because of the technical implementation of Mobile push and In-app messages.

Delivery time window

Set the days, time, and time zone during which the flow sends the communication to end users.

Complete the fields in the Message scheduling > Delivery time window section.

You can also enable the flow to determine the best time to send messages to end users. For more information, refer to the send-time optimization documentation.

Message sending speed

Configure the number of messages that you want to send within a specified period (minutes, hours, or days).

Example: You configure to send 1000 messages in 1 day. After you set the limit and Infobip receives the first message, the 24-hour period starts regardless of when the daily limit has been met - in the first few hours or later. After the 24-hour period, another 1000 messages will go out.

Use this setting if you want to limit the number of messages that you send. Example: Your flow is for a promo campaign that encourages end users to place orders through your call center. If you send the message to all the audience at the same time, your call center might get high call volumes, which can result in long call wait times for end users. To avoid this situation, send messages at the speed that your call center can manage.

You can configure the Message sending speed in Send elements (Elements such as SMS, Email, and Viber, which send messages), Start call IVR element, and Call API integration.

Configure the fields in the Advanced settings > Message sending speed section.

Validity Period

Validity period is the period during which the flow tries to deliver the message to the end user's device.

Example: You want to send a communication to your audience. Some end users have switched off their mobile device. The system is unable to deliver messages immediately to these devices. The system periodically tries to deliver the message until the end of the validity period.

All messages that you send to end users through channel elements in the flow have a validity period. The default and maximum validity periods are 48 hours.

To set a shorter period, use the Advanced settings > Validity period section in the side panel of the channel element. Specify the period and select the unit as Hours or Minutes.

Channel Metrics

To quickly get the message data directly from Flow, hover over the channel element to see delivery numbers, click rates, opens, and more. The metrics availability depends on the channel in question.

The following delivery and click rate metrics are available:

• Message send - Number of messages sent by this element
• Total delivered - Number of engagements delivered by this element. A single person can receive multiple engagements.
• Delivery rate -  Percent of sent messages that were actually delivered.
• Total opens - Number of engagements that were opened for this element
• Open rate - Percent of delivered engagements that were actively opened by recipients
• Unique opens - Number of unique people who opened the engagement at least once.
• Click through rate (CTR) - Percent of delivered messages that resulted in a clicked link.
• Total clicks - Number of links clicked.
• Unique clicks - Total number of unique people who clicked a link at least once.

	Email	SMS	RCS	Chat apps	Mobile push	In-app message	LINE	MMS
TRAFFIC DELIVERY METRICS
Message Send	YES	YES	YES	YES	YES	YES	YES	YES
Total Delivered	YES	YES	NO	YES	YES	YES	NO	YES
Delivery Rate	YES	YES	NO	YES	YES	YES	NO	YES
OPENS
Total Opens	YES	YES	NO	YES	YES (Total seen)	YES (Total seen)	NO	YES
Open Rate	YES	NO	NO	YES	YES (Seen rate)	YES (Seen rate)	NO	NO
Unique Opens	YES	NO	NO	YES	YES (Unique seen)	YES (Unique seen)	NO	NO
CLICKS
Total Clicks	YES	YES	NO	YES	NO	NO	YES	NO
CTR	YES	YES	NO	YES	NO	NO	NO	NO
Unique Clicks	YES	YES	NO	YES	NO	NO	YES	NO

Failover

Secure the message delivery by setting up backup channels. This means that if you send a message over one channel and it`s not delivered, another channel of your choice will be automatically used after a defined time. There is no limit on channels that can be used in failover.

When designing your campaign, remember that there is a validity period during which the platform will try to deliver the message over one specific channel. The default value is 48 hours. Also, make sure that all the recipients have all the required destinations set in their profiles.

To use this feature, add the Failover element to the flow you are designing and set up the channels.

Evaluate Inbound Message

Use this element to branch the flow based on specific words sent by the end user. Example: If the end user replies products, send them a list of all products. If the end user replies promotions, send them a list of only products that have promotions.

The default output of the element is If no response in 2 days.

Configure the element

Follow these steps to configure the element.

1. Select the channel for which you want to evaluate the message.
2. Select the recipient.
3. Define conditions to compare the end user's message with the value that you specify. If the condition is fulfilled, the next step in the flow is triggered.
4. (Optional) Save the inbound message information in variables.
5. Specify the time to wait for a response from the end user.

For more information, refer to the detailed instructions below.

Select the channel

In the Channels and conditions section, select the channel for which you want to evaluate the end user's message.

The default channel is SMS. To use a different channel, delete the existing channel and select the required one.

Select the recipient

Select the channel name to open the card. In the To recipient section, select the recipient.

Define conditions for the inbound message

Define conditions to compare the end user's message with the value that you specify. Configure the action that the flow needs to take if the condition is fulfilled.

You can specify multiple conditions within the element.

You can set conditions for the following:

• Message body: Compares the body of the message against the condition value.

• Anything: Use this option so that end users can continue the flow even if their message contains something that is not included in the conditions.

  Exact matches have a higher priority over Anything. Example: You have two flows that are waiting for a message from the same end user. In one flow, the condition is to match the exact word yes. In the other flow, the condition is Anything. The end user responds yes. In this case, the end user continues in the flow that matches the exact word.

• Button text (WhatsApp only): When the end user selects a button to respond, this condition compares the button text against the condition value.

• Button Payload (WhatsApp only): When the end user selects a button to respond, this condition compares the button payload against the condition value.

Use the following operators in the conditions.

• Is equal to person attribute - checks whether the message body contains the person attribute that you select.

  The case is ignored when comparing the value.

• Matches text - checks whether the end user's response matches the condition value exactly. The condition is fulfilled if the end user's response contains only the condition value and nothing else. You can specify multiple condition values.

  Example:
  Condition value: time
  End user's response: time. The condition is fulfilled.
  End user's response: timezone, time!!, what is the time? The condition is not fulfilled because the response contains additional characters that are not part of the condition value.

  The case is ignored when comparing the value.

• Matches RegEx - checks whether the message body contains a regular expression pattern that you define.

  Ignore case (Optional): Specify whether to ignore the case when evaluating the condition.

  Multiline (Optional): Use this option when you want to match against multiple lines of text. The validation is successful if any of the lines match.

  

• Contains text - checks whether the message body contains the keyword that you specify in the condition value. You can specify a group of characters, such as a symbol or keyword, in the condition value. You can specify multiple condition values.

  Example:
  Condition value: time
  End user's response: time, timeframe, 3times, time!!, what is the time? The condition is fulfilled because the message contains the keyword.

  The case is ignored when comparing the value.

• Contains word - checks whether the message body contains the exact word that you specify in the condition value. The word in the message body can have symbols or spaces before or after the word, but must not contain digits or other letters.

  Example:
  Condition value: time
  End user's response: time. The condition is fulfilled because the message contains the exact word.
  End user's response: time!!, what is the time? The condition is fulfilled because the message contains the exact word with either symbols or spaces before or after the word.
  End user's response: times, timeframe, timezone, 3times. The condition is not fulfilled because the word in the message contains additional characters that are not part of the condition value.

  The case is ignored when comparing the value.

You can specify multiple condition values.

The system follows the above order to process inbound messages. So, if a condition that has a higher priority is fulfilled, the flow takes the action for that condition and ignores the other conditions.

Save inbound message information in variables

You can also define variables to capture and store inbound message information.

Define the data that you want to capture from the inbound message. You can capture the following information.

• Message body
• Recipient
• Sender
• Message ID
• Gateway ID

You can save either the whole or part of the information.

• Whole text: Save the whole of the information.
• RegExp parse variable: Use a regular expression to capture a specific keyword in the message content.

For more information, refer to Flow Variables.

Specify the time to wait for a response

In the Response waiting time section, define how long the flow needs to wait for a response from the end user.