Understanding Flowbuilder Reply Actions
Reply Actions determine what type of message the workflow will send to the contact when the flow is triggered.
Different reply actions allow you to send various types of content such as text, images, videos, files, or interactive messages, depending on the communication channel.
⚠️ Important Note
Some reply actions are channel-specific.
If the action name includes a channel name at the front, it means the action is exclusive to that channel only and can only be used when the workflow is triggered from that channel.
Examples
WA API List Message and WA API Quick Reply → available only for WhatsApp API channel
Messenger / IG Quick Reply → available only for Facebook Messenger and Instagram
Messenger / IG Gallery → available only for Facebook Messenger and Instagram
These actions will not work on other channels.
1. Document
This action allows you to send a document file to the contact.
The supported document format is:
PDF
Example Use Cases
Sending invoices
Sharing brochures
Providing guides or manuals
Sending reports or forms
2. Video
This action allows you to send a video message to the contact.
Currently, the supported video format is:
MP4
Example Use Cases
Product demonstrations
Tutorial videos
Marketing videos
Event highlights
3. Image
This action allows you to send an image to the contact.
Currently, the supported image formats are:
PNG
JPG
Images are useful for visually presenting information.
Example Use Cases
Product photos
Promotional banners
Infographics
Event posters
4. Audio
This action allows you to send an audio message to the contact.
Currently, the supported audio formats are:
OGG
MP3
WEBM
Once the audio file is attached, the system will automatically convert the file format to OGG before sending it.
You can also record an audio message directly within the platform, and the recording will be automatically attached to the audio node.
Example Use Cases
Voice instructions
Recorded announcements
Audio greetings
Voice updates or reminders
5. Text & Image
This action allows you to send a message that includes text with an optional image.
⚠️ Important:
Text is compulsory and must be filled in.
Image is optional and can be added to enhance the message.
The image helps capture attention while the text provides additional explanation.
Example Use Cases
Product promotions
Campaign announcements
Feature highlights
Visual explanations
6. WA API List Message (WhatsApp API Only)
This action sends an interactive list message on WhatsApp.
Contacts will see a list of options that they can choose from. This allows users to quickly select a response without typing.
⚠️ Important:
You can create up to a maximum of 10 options in a single WA API List Message.
Each option can be connected to a different step in the workflow.
Example Use Cases
Menu selection
Product categories
Customer support options
Service selection
7. WA API Quick Reply (WhatsApp API Only)
This action sends a message with quick reply buttons on WhatsApp.
Users can tap one of the buttons to respond instead of typing a message.
⚠️ Important:
You can add up to a maximum of 3 quick reply options in a single WA API Quick Reply message.
Each quick reply option can be connected to a different step in the workflow.
Example Use Cases
Yes / No responses
Appointment confirmation
Order tracking options
Customer feedback collection
8. Messenger / IG Quick Reply (Messenger & Instagram Only)
This action sends quick reply buttons for Facebook Messenger or Instagram.
Users can select one of the available options to continue the conversation without typing a reply.
⚠️ Important:
You can add up to a maximum of 10 quick reply options in a single message.
Each quick reply option can be connected to a different step in the workflow.
Example Use Cases
Lead qualification
Menu navigation
Customer support routing
9. Messenger / IG Gallery (Messenger & Instagram Only)
This action sends a carousel-style gallery on Messenger or Instagram.
Each card can include:
Image
Title
Description
Button
Example Use Cases
Product showcase
Service listing
Event promotions
Portfolio display
10. Messenger / IG Gallery (Images Only) (Messenger & Instagram Only)
This action allows you to send a gallery containing images only, without any buttons.
⚠️ Important:
Since there are no buttons in this gallery, the workflow will automatically continue to the next step after the gallery is sent.
This is useful when you want to showcase multiple images before continuing the flow.
Example Use Cases
Product catalog preview
Photo gallery
Portfolio display
Visual storytelling
11. WA API Call-to-Action (WhatsApp API Only)
This action allows you to send a message with a clickable call-to-action button on WhatsApp.
The button can direct users to a specific URL, such as a website, landing page, or checkout page.
Configuration Fields
Header Title – Optional title displayed at the top of the message.
Message – The main message content that will be sent to the contact. (Required)
Footer Message – Optional text shown at the bottom of the message.
Button Title Field – The text displayed on the button. (Required)
URL Field – The link that the button will open when clicked. (Required)
Example Use Cases
Direct users to a website
Promote a landing page
Guide customers to a checkout page
Share registration or booking links
12. Messenger / IG Button Template (Messenger & Instagram Only)
This action sends a message with clickable buttons on Facebook Messenger or Instagram. Contacts tap a button to take action or continue the conversation without typing.
⚠️ Important
You can add up to 3 buttons per message. Not all button types work on both channels, so take note of what each channel supports. 👇
Button Types
Postback (continues the flow) — works on both Messenger and Instagram ✅
URL Link — works on Messenger only ✅
If you are using this action for both Messenger and Instagram, stick to Postback buttons only to make sure it works on both channels.
Character Limits
Button label: up to 20 characters
Message body: up to 640 characters
Example Use Cases
Navigating to the next step in a conversation
Offering multiple response options
Directing contacts to a website (Messenger only)
Guiding contacts to a booking or registration page