Messages & actions

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:

Variable	Renders
`{{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

Action	What it does
Add tag	Add a tag to the conversation (e.g. `vip`, `returns`)
Remove tag	Remove a tag
Set priority	Low / normal / high / urgent
Collect email	Ask the visitor for their email if not known (webchat only)
Set contact field	Write 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.

Getting started

Inbox

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Knowledge

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Contacts & companies

Analytics

Workspace settings

Developers

Billing & plans

Account

Help & resources

Messages & actions

Message nodes

Configure

Variables

Use a macro instead

Channel quirks

Action nodes

Available actions

Chaining

Example: after-hours flow

Example: auto-tag refund requests

​Message nodes

​Configure

​Variables

​Use a macro instead

​Channel quirks

​Action nodes

​Available actions

​Chaining

​Example: after-hours flow

​Example: auto-tag refund requests

Message nodes

Configure

Variables

Use a macro instead

Channel quirks

Action nodes

Available actions

Chaining

Example: after-hours flow

Example: auto-tag refund requests