Message

The Message step sends a plain SMS or MMS message. It’s your most flexible tool for open-ended communication, non-commerce messages, and conversational engagement.

When to use it:

• Welcome messages or brand intros

• Updates or event reminders

• Soft asks like “What are you shopping for today?”

• Announcements (e.g., gift guides, holiday hours)

• Driving traffic to your website using a link

How to use it:

1. Draft Your Content

   

   • Add message copy and a link to the site.

   • Use personalization variables for First Name, Agent Name, etc.

2. Add a Discount Incentive

   

   • If you are running a sale, you can include a discount percentage or code from the dropdown menu. This discount will apply only to text-to-buy orders.

   • To embed a discount code in the link, read our guide here.

What it supports:

• Text, image, and emoji content

• Variables (like first name or agent name)

• Dynamic links (e.g., UTM-tagged URLs)

• AI-triggering behavior: if the customer replies, it can pass the response to our AI for assistance or next steps

• Optional manual tagging using custom profile properties

What it doesn’t do:

• No purchase logic or cart generation

• No text-to-buy behavior

Best practice:
Use this step when you want to spark a conversation, send a general update, or direct shoppers to your site—not when you want to sell a specific item via SMS.

Walkthrough