> ## Documentation Index
> Fetch the complete documentation index at: https://docs.keloa.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Messages & actions

> Send replies and apply changes from within a flow.

## 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](/inbox/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.