How to Send Automated Messages
Sending messages from a workflow is how automation talks to your leads. This tutorial covers the message actions, how to personalise them, and how to keep them sounding human.
What you will learn
- The message actions available
- How to personalise messages with contact fields
- How to keep messages human
- How to track if messages were sent
Before you start
- Have WhatsApp or email connected
- Have a workflow started
Step-by-step
- 1
Choose a message action
In a workflow, add a Send WhatsApp, Send Email or Send SMS action. WhatsApp is best for quick replies in India and many service businesses. Email is best for longer content and documents. Use the channel your customers actually use.
- 2
Personalise with fields
Use contact fields to personalise messages. Add the lead's first name, their enquiry details or the service they asked about. Personalised messages get far more replies than generic ones.
Use the first name only. Full names in a message can feel stiff.
- 3
Keep it human
Write like you talk. Short sentences. No jargon. One clear ask per message. Avoid long brochures in a WhatsApp message. The goal of an automated message is to start a conversation, not to sell everything at once.
- 4
Check message logs
Open the workflow history to see if each message was sent, delivered or failed. Failed messages usually mean a bad number or an unverified sending domain. Fix the root cause, not just the one message.
Result
You can send personalised, human-sounding messages from workflows on the right channel, and check whether they were delivered.
Troubleshooting
Emails show as sent but never arrive
Check your sending domain verification and spam folder. A new domain needs time to warm up before inbox providers trust it.
Best practices
- Match the channel to the customer
- Personalise with the first name and enquiry detail
- One clear ask per message
Next steps
- Read Creating a Nurture Sequence to build a series
- Read Adding Wait Steps to time messages
- Read Automating Lead Follow-Up for the full sequence
Related tutorials
Frequently asked questions
Are WhatsApp messages billed separately?
Yes. WhatsApp, email, AI and phone usage is billed based on what you use. We show you the rates before you start, so there are no surprises.