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The Send SMS/Email/WhatsApp functionality in User Communication Elements enables guided workflows to deliver real-time messages to users via their preferred communication channels. This feature provides a seamless way to update users, confirm actions, send reminders, or share essential information directly through SMS, email, or WhatsApp, ensuring timely and targeted communication.

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Key Benefits

1. Enhanced User Engagement: By reaching users on the channels they frequently use, this feature increases the likelihood of messages being read and acted upon, improving overall engagement.

2. Timely Updates: Whether it's appointment reminders, status updates, or action confirmations, automated communication through SMS, email, or WhatsApp ensures users receive important information promptly.

3. Personalized Experience: Customizable messages allow workflows to tailor communications based on individual user actions or needs, enhancing the relevance and effectiveness of each interaction.

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Various Fields for Channel Type as SMS and Email

• Channel: Select the channel on which the communication will be sent, i.e., SMS, WhatsApp, Email. 

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• Select sender’s account: You can select the brand account that will be used to send the message. 

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  Note: The respective accounts need to be added in Sprinklr before they can be used in this element. 

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• Mobile Number: On selecting the SMS / WhatsApp Business / Source Agnostic channel, you need to provide a mobile number in this field. The user can choose the resource for the mobile number from the resource menu, which can be accessed by clicking on '${x}' on the right side. To send a message to the caller directly, you can choose the caller’s Mobile Number from the resource picker.

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  Note: Mobile number variable must not contain a + at the start, and it should start with the country code. 

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• Time to send: This field allows you to schedule the delivery of your communication at a specific time. If you leave it blank, it will send immediately.  

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  Note: This field accepts the time in epoch format only. If any API is returning the date and time in any other format, you have to convert it into the epoch format using the "DATE_UTIL.DATE_TO_EPOCH" function.

   

• Message Content Type: This field allows you to choose how you want to configure the message. You can either type the message manually or select from a pre-configured asset.  

• Message Content: You can create a message to send to the customer in this field. 

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  Note: You can use resources in the content of the message.

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• Channel as Email: In case of an Email, you get the option to format the Email content, insert links, and insert images. 

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• Email ID, CC Email ID, BCC Email ID: On selecting the Email channel, you have the option to enter multiple email addresses for the recipient, CC (carbon copy), and BCC (blind carbon copy) email addresses. You can add these email addresses by using the ‘${x}’ option from a variable or by typing them manually. In each section, you can add multiple email addresses by clicking on the ‘+’ button. 

• Email Subject: On selecting the Email channel, you need to provide a subject for the email to be sent. When using this node to send emails, you can use dynamic content in the Email Subject field to create a more personalized customer experience. You can combine static content with dynamic data by selecting variables from the resource selector, enhancing the overall user experience. 

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• Attachments: Allows users to include files or documents within a workflow, enabling the easy sharing of relevant information or resources. This feature supports formats such as PDFs, images, or other document types, facilitating seamless access to essential documents directly within the workflow.

• Set Outbound Message Fields: Enables the customization of message fields for outbound communication, allowing users to define specific details such as recipient information, message content, and delivery preferences. This feature ensures that each outbound message is accurately tailored to the workflow’s needs.

• Exception Variable: Defines specific variables to handle unexpected situations or exceptions within a workflow. By setting exception variables, users can establish conditions to manage errors, alert agents, or take alternate actions, helping maintain workflow stability and enhance error-handling capabilities.

  You need to enable the Wait for Message to be Sent checkbox and then define the exception variable. Only after the checkbox is enabled and the exception variable is defined, you will be able to establish conditions to manage errors.

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Ability to use variable from 'Get Attachments from Case'

You can now directly use case attachments fetched via the Execute Action node when sending messages.

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• You can directly use the attachments variable from Get Attachments from Case in the Send Email/SMS/WhatsApp node.

• No screen or Attach File component is needed.

• Supports both:

  • Index-based attachment selection* (e.g., attachments[0])

  • Full array usage* (e.g., sending all attachments at once)

• Original file names are retained, ensuring a cleaner, more professional experience for recipients.

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For example: Workflow Steps

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1. Execute Action – Get Attachments from Case

   Output:

   json

   attachments = [

   com.spr.beans.universal.MinifiedCaseAttachment@1a2b3c,

   com.spr.beans.universal.MinifiedCaseAttachment@4d5e6f

   ]

2. Send Email Node

   Attachments field can now accept:

   • All attachments: ${Execute_Action.Get_Attachments.output}

   • Specific attachment (e.g., first one only): ${Execute_Action.Get_Attachments.output[0]}

3. Result

   • Attachments are correctly parsed and delivered.

   • Email shows the *original file names* instead of system-generated strings.

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