How to Use the Send Message Action Component

Learn to send multimedia messages on DoubleTick. Include images, videos, and PDFs to share product info, engage users, and enhance your customer communication.

The Send Message component in Bot Studio lets you send a WhatsApp message — with or without media — to your customer as part of an automated journey. This guide walks you through every setting inside the component and explains how to connect it to the rest of your bot flow.

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Step 1: Add the Send Message Component to Your Bot

1. Select the journey or trigger you want to work with.

2. In the right-hand panel, go to Actions.

3. Under the Messaging subsection, find the Send Message component.

4. Drag and drop it into your bot canvas.

Step 2: Choose Which Number to Send the Message From

The first setting is a checkbox labelled Continue on the baba on which the customer responds.

• Checked: The message is sent from the same Channel (WhatsApp number) on which the customer messaged you.

• Unchecked: A dropdown appears listing all Channels (WhatsApp numbers) onboarded on your DoubleTick account. Select whichever number you want to send from.

This is useful when, for example, a customer messages your general number but you want the reply to come from your sales number.

Step 3: Add Media (Optional)

You can send an image, audio, video, or PDF along with your message. There are two ways to add media:

• Upload: Click the Upload button and select a file from your device.

• Enter URL: Paste a publicly accessible link to the media file. You can also insert a dynamic variable here using the curly bracket icon — for example, a personalised PDF link pulled from a Google Sheet column.

Step 4: Write the Message Body

Type your message in the Body field. Use the curly bracket icon to insert dynamic variables such as a customer's name, order ID, or any other value flowing into your bot..

Step 5: Connect the Component to the Next Step

• Send next message immediately: Drag from the green dot on the component and connect it to the next component. The bot will not wait for a customer reply.

• Wait for customer reply first: Click the On Response button and connect that to the next component. The bot will proceed only after the customer responds.

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That covers everything you need to know to set up and use the Send Message action component in Bot Studio. Once you are comfortable with this component, you can combine it with other action components to build more advanced automated journeys.