Send Message is the Action element that you use to communicate with the customers, who are in the journey flow, via email, sms, Viber, Whatsapp, or Twitter. It is highly recommended that you have all the assets that you are going to use as messages in the marketing automation before you start building the customer journey. But if, in case, you don’t have them, you can save the journey as draft and add the assets later.

Before You Begin

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• It is mandatory to have an account to be able to send messages using Journey Facilitator. If you do not have your account for your preferred channel added on Sprinklr, you need to add it before creating any journey. To learn how to add an account, see Add an Account.    

• For the messages you want to send using Journey Facilitator, you need to create Assets for the messages first. To know how to create messages for various channels, see Digital Asset Management Guides.

• While setting up a journey on Journey Facilitator, you may need to use actions like Set Field or Custom Field Check. For these you may need to add a Custom Field, if it does not exist already. To know how to add a Custom Field, see Add a Custom Field.

To Add a Message

1. Click the New Tab icon . Under Sprinklr Marketing, click Journey Facilitator within Omni-channel Journey.

2. Click Create Journey in the top right corner.

3. Fill in the basic details and setting about the journey to get started. For further help, see Journey Entry Settings. 

4. Click Save and proceed. An empty canvas opens where you can start building the journey flow.

5. Click the addition button to display all the Actions and Conditions that you can add to the journey.

6. Click Send Message.

7. Go to Add from SAM tab in the pop up window.

8. Select the message you want to add.

9. Click Next in the bottom right corner.

10. Select Account to send message from.

Tip In case of omnichannel campaign, select all the sender accounts, that is, sender account for every channel.

Click Save.

Or, if you wish to add the messages later and not while creating the journey, then follow the below steps.

1. Click the addition button to display all the Actions and Conditions that you can add to the journey.

2. When you select the Action Add Message, a window pops up.

3. Click Cancel to add messages later.

4. Now the action element box appears by the name of Add Message in the journey.

5. Double click the Add Message element box. Select Message window pops up.

6. Go to Add from SAM or Favorites tab.

7. Select the message you want to add.

8. Click Next.

9. Select Account to send message from.

10. Click Save.

To Add Journey Message (Message Name)

You can add a name to the message you have added in the journey. Here's how you can add a message name.

Before you add the message name or the Journey Message, you must add the message in the journey. To know how to add a message in the journey, see: Add Message and Sender Accounts. 

1. Click Journey Message above the message you have added in the journey.

2. Add a message name as the Journey Message in the available field, and then click outside the field. 
   

To Preview a Message in the Journey

After you add a message in the journey, you can see the preview of the message, which will allow you to see how the message will look like when it reaches the recipient.

1. Click on the message in the journey, which you have already added.

2. Click Show Preview in the option box that appears to the right. 
   

To Schedule a Message

When you add a message in the journey to be sent out to the target audience, you can also schedule it to determine the time of sending the message. Note that you have to add the schedule first, and then add the message. Here's how you can schedule a message.

1. Click the New Tab icon . Under Sprinklr Marketing, click Journey Facilitator within Omni-channel Journey.

2. Click Create Journey in the top right corner.

3. Fill in the basic details and setting about the journey to get started. For further help, see Journey Entry Settings. 

4. Click Save and proceed. An empty canvas opens where you can start building the journey flow.

5. Click the Addition icon to display all the Actions and Conditions that you can add to the journey. Select Schedule. 
   

6. If you want to schedule the message on a fixed date and time, select a date and time in the pop up window or which you want to schedule the message. Select which Timezone you want to follow, by selecting the Country in the given field.
   
   Select Relative to a custom event if you want to schedule the message after or before a specific event. Note that you have to create a Custom Field to opt for this option.
   

7. Click Save in the bottom right corner of the pop up window. 

8. Click the addition button  and add the Message you want to schedule. 

To Delete a Message Element Box

1. Click on the message box you want to delete in the journey that you have created. The options box appears on the right.

2. Select Delete.

To Modify a Message

1. Double click the message element box in the journey that you have created. Select Message window pops up.

2. Go to Add from SAM or Favorites tab.

3. Select the message you want to add.

4. Click Next.

5. Select Account to send message from.

6. Click Save.

To Change Sender Account for a Message

1. Click the Message Element box in the journey that you have created. An option box appears on the right.

2. Select Change Account.

3. Select Account to send message from.

4. Click Save.