Message Node

Deliver one-way messages without expecting a response

The Message Node allows your agent to deliver a message to the user without waiting for or expecting a response. It’s ideal for confirmations, instructions, disclaimers, or any scripted information that needs to be communicated before moving on.

Overview

The Message Node:

Delivers information without expecting a reply
Immediately proceeds to the next node (doesn’t pause)
Speaks exactly as written (exact message mode)
Can use variables to personalize messages

Important: The Message Node delivers its message and immediately continues to the next node. It does not pause to wait for user input. If you need to collect information, use a Conversation node instead.

How to Configure

Step 1: Add the Node

In Flow Designer, click the Plus icon and select Message

Step 2: Enter Your Message

Name the node (optional but recommended):

Enter a descriptive name for the message node (e.g., “Confirm Appointment”)

Enter the message:

Type the exact message you want the agent to say
The agent will speak this exactly as written, word-for-word
Use this for precision, compliance, or when exact wording matters

Example:

Perfect! We have availability for {party_size} people on {reservation_date} at {reservation_time}.

Step 3: Insert Variables or Action Results

You can reference variables and action results in your message:

Click the Variables button ({ Variables): Insert variables collected from Conversation nodes (e.g., {user_name}, {party_size})
Click the Action Results button (< Action Results): Insert variables returned from Custom Action API calls

Example with variables:

Perfect! We have availability for {party_size} people on {reservation_date} at {reservation_time}.

Variables will be replaced with their actual values when the message is delivered. For more details on variables, see Variables.

Message Node vs Conversation Node

This is a common point of confusion. Here’s the difference:

Message Node	Conversation Node
Delivers information one-way	Asks questions and waits for responses
Immediately continues to next node	Pauses until user provides a response
Does not collect or store data	Collects and stores user responses as variables
Use for confirmations, instructions	Use when you need information from the user

Example - Message Node:

Example - Conversation Node:

Best Practices

Keep Messages Concise

Even though the Message Node doesn’t wait for a response, long messages can overwhelm users.

❌ Too Long	✅ Concise
”Thank you so much for providing that information. I really appreciate your time and patience. I’ve gone ahead and saved all of your details in our system, and I just want to let you know that everything has been processed successfully…"	"Perfect! I’ve saved your details. You’ll get a confirmation email within 24 hours.”

Use Variables for Personalization

Reference collected variables to make messages feel personalized:

Examples:

"Thanks, {user_name}! Your order for {product} has been placed."
"Got it, {first_name}. I'll connect you with our {department} team now."
"All set! Your {quantity} tickets for {event_name} are confirmed."

Avoid Asking Questions

Since the Message Node doesn’t wait for responses, don’t ask questions here.

❌ Don’t Do This	✅ Do This Instead
`[Message: "What's your email address?"]` Problem: Agent moves to next node without waiting for answer.	`[Conversation: "What's your email address?"]` Why it works: Waits for and collects the response.

Common Use Cases

Confirmations

Confirm actions or information collected:

[Message: "Got it! I've scheduled you for {preferred_date}."]

Instructions

Provide guidance or next steps:

[Message: "Please have your account number ready. I'll need it in just a moment."]

Legal Disclaimers

Read required compliance statements:

[Message: "This call may be recorded for training and quality assurance purposes."]

FAQ

Can I use the Message Node to ask questions?

No. The Message Node delivers a message and immediately continues to the next node without waiting for a response. To ask questions and collect variables, use the Conversation node.

What happens if I reference a variable that doesn't exist?

If you reference a variable that hasn’t been collected or doesn’t exist, the system will use an empty value. Always ensure variables are collected before using them in a Message Node. You can view all available variables in the variable drawer.

Can users interrupt a Message Node?

Users may attempt to speak during a Message Node, but the agent will still proceed to the next node after delivering the message. If you need to handle interruptions, keep messages short or use a Conversation node instead.

How do I add pauses or natural speech patterns?

Use ellipses (...) for natural pauses. For example: "Thanks... I've got all your details."