Skip to main content

​
Message nodes

A Message node sends a message to the customer, on the same channel the conversation is on.

​
Configure

  • Template — the text, with variable substitution (e.g. {{contact.first_name}})
  • Delay — optional delay before sending (seconds, minutes, hours). Useful for a natural-feeling follow-up.

​
Variables

Same variable system as Macros:
VariableRenders
{{contact.first_name}}Contact’s first name
{{contact.name}}Full name
{{workspace.name}}Your workspace name
{{agent.name}}The AI agent attached to the channel

​
Use a macro instead

In the template field, click Use macro to pull from your saved replies. Keeps voice consistent across manual and automated messages.

​
Channel quirks

  • WhatsApp outside the 24-hour window: only pre-approved templates. Keloa will prevent publishing a flow that violates this.
  • Email messages go as a reply in the existing thread.
  • Webchat messages appear with the agent’s avatar.

​
Action nodes

An Action node changes something about the conversation or contact — no message is sent.

​
Available actions

ActionWhat it does
Add tagAdd a tag to the conversation (e.g. vip, returns)
Remove tagRemove a tag
Set priorityLow / normal / high / urgent
Collect emailAsk the visitor for their email if not known (webchat only)
Set contact fieldWrite to a custom field on the contact
Each action runs instantly. The flow continues to the next node.

​
Chaining

Put several actions in a row — tag, set priority, notify — all on one incoming message. Each action node has one output to keep the graph linear.

​
Example: after-hours flow

Trigger (message received, channel: any)
  → Condition (business hours: open?)
      ├── Yes → (end, AI continues)
      └── No  → Message ("Thanks! Our team replies when we reopen at 9:00.")
              → Action (tag: "after-hours")
The customer gets a friendly acknowledgement, the conversation is tagged for analytics, and the AI still processes the message so it’s ready with context when you log in.

​
Example: auto-tag refund requests

Trigger (message received)
  → Condition (message.body contains "refund" OR intent equals "refund")
      ├── Yes → Action (tag: "returns") → Action (set priority: high)
      └── No  → (end)
Now every refund conversation is pre-tagged and prioritised without anyone lifting a finger.