Using “Send Message” in CFM Workflows

Updated 

3 days ago

The Send Message action in Customer Feedback Management (CFM) workflows allows you to send communications directly from workflows based on survey responses or other events.

You can use this action to send messages across channels such as Email, SMS, and WhatsApp, using data from survey responses, profile attributes, and transactions to personalize communication and reach the right recipients.

This article explains how to configure and use Send Message in workflows, including a practical example for sending real-time alerts.

This article explains how to configure and use Send Message in workflows, including a practical example for sending real-time alerts.

What is Send Message

Send Message (also referred to as Send Resolved Message in some modules) is a workflow action that enables outbound communication from within CFM workflows.

It supports:

  • Email

  • SMS

  • WhatsApp (using approved templates)

You can dynamically populate recipients and message content using the Resource Selector, allowing you to personalize communication based on workflow data.

When to use Send Message

Use this action in scenarios such as:

  • Sending follow-up messages after a survey response.

  • Notifying internal teams about critical feedback (for example, low satisfaction scores).

  • Sending operational updates such as confirmations or alerts.

Prerequisites

Before configuring Send Message, ensure:

  • Outbound accounts are set up for Email, SMS, or WhatsApp.

  • WhatsApp templates are approved and available (if applicable).

  • Recipient details (email or phone number) are available and correctly formatted.

  • You have access to workflows within the relevant Program and Survey Project.

Navigation

Follow the below steps for accessing Send Message:

  • Navigate to CFM Persona App and access a Survey under Project and then navigate to Automation.

  • Click + Automation and select Workflow.

  • Select the Survey Response event, click Next and fill in the details in the details and then open the workflow canvas.

  • Click Add Element (plus icon) and select Communication and then select Send Message (Send Resolved Message). You can add conditions before or after it as needed.

Configuration: Fields and Behavior

The Send Message action includes the following core settings:

  • Channel: Email, SMS, or WhatsApp

  • Account: Sender account for the selected channel

    • SMS/WhatsApp: Mobile Number (use Resource Selector to pick profile phone, transaction-linked phone, survey question responses or variables)

    • Email: To, CC, BCC — can include multiple addresses using + and Resource Selector

  • Schedule (optional): Time to send (epoch). Leave blank for immediate delivery

    • Email/SMS: Compose inline text, referencing variables from Resource Selector

    • WhatsApp: Select an approved HSM template and map variables

    • Email Subject (required for Email)

Use the Resource Selector to safely insert placeholders from Survey Responses (e.g., selected option text, numeric scales), Profile attributes (name, locale), and Transactions (order ID, amount). This improves personalization and reduces manual mapping errors.

Use Resource Selector for personalization

  • Response: answers, response metadata, response custom fields

  • Profile: core fields and custom fields

  • Transaction (when linked): identifiers, amounts, timestamps

  • Distribution/Case (where applicable): IDs and metadata

The selector auto-links entities to the workflow trigger, ensuring you pick values from the correct response instance.

Build it inside a Survey Response Event workflow

  1. Create a workflow under the relevant Survey Project and choose the Survey Response event (triggers on submitted or qualified partial responses).

  2. Optionally add a Survey Decision Box to branch on specific answers (e.g., NPS ≤ 6).

  3. Add Send Message on the relevant branch, choose your channel/account, and configure recipients and content using Resource Selector.

  4. Chain other actions if needed (Create Case, Salesforce Sync, Update Properties), then End Event.

End‑to‑End Example: “Send every response to my inbox or WhatsApp”

Goal: Notify an agent or manager with key details whenever a survey response is submitted, without requiring them to log in.

Design

  • Event: Survey Response

  • Condition (optional): Add filters (for example, low NPS). Skip to send all responses.

  • Action: Send Message (Email or WhatsApp)

Configuration step

  1. Open the Survey Project → Workflows → + Automation → Workflow → Survey Response.

  2. Name the workflow (e.g., “Instant Response Alerts”). Optionally set start/end dates.

  3. Optional: Add Survey Decision Box and set conditions like “NPS score ≤ 6.”

  4. Add Send Message to the desired path.

  5. Channel: Choose Email (for mailbox alerts) or WhatsApp (for mobile alerts).

  6. Account: Select the configured sender account.

  7. Email: In “To” add the manager’s email, or pick from a profile/case custom field via Resource Selector. Add CC/BCC if needed.

  8. WhatsApp: Map “Mobile Number” from a profile/case custom field storing the manager’s number (no “+”, include country code).

  9. Scheduling: Leave empty to send instantly.

  10. Click Save, then enable the workflow.

Example content templates

Subject: New Survey Response — {{Profile.Name}} | Score: {{Response.Q_NPS}}

Body:
Hello, a new response just arrived.
• Customer: {{Profile.Name}} ({{Profile.Email}} / {{Profile.Phone}})
• Submitted: {{Response.SubmittedAt}}
• Key Score: {{Response.Q_NPS}}
• Comment: “{{Response.OpenText}}”
• Transaction: {{Transaction.Id}} | {{Transaction.Amount}}
• Survey: {{Response.SurveyTitle}}

Quick actions:
• View Response: {{Response.DashboardDeepLink}}
• Open Case (if created): {{Case.Id}}

Thanks.

Template: response_alert_hsm

  • {{1}} → {{Profile.Name}}

  • {{2}} → {{Response.Q_NPS}}

  • {{3}} → {{Response.OpenText}}

  • {{4}} → {{Transaction.Id}}

  • {{5}} → {{Response.SubmittedAt}}

Note: Best practice is to store recipient details in a reusable field (Profile or custom field) and select them using the Resource Selector to avoid updating the workflow each time.

In order to test and validate:

  • Complete the survey with test data (cover positive, neutral, negative branches).

  • Confirm the workflow run was triggered on submission or partial-completion threshold.

  • Verify the alert is received on the chosen channel, with all placeholders resolved.

  • Check logs or audit views for runtime variables and node execution status.

Troubleshooting

  • Check workflow trigger fired (submission vs. partial completion).

  • Verify Send Message node did not fail (account permissions, provider errors).

  • Validate recipient address/number via Resource Selector preview.

  • WhatsApp message blocked: Ensure HSM template and language match provider rules and variables are mapped.

  • Placeholders unresolved: Confirm you selected values via Resource Selector from the correct entity (Response vs. Profile vs. Transaction).

Best Practices

  • Content safety: Keep messages short, actionable, and avoid sensitive PII unless necessary for triage.

  • Use decision branches for signal-based routing (e.g., detractors to managers; promoters to marketing follow-up).

  • Normalize phone numbers to E.164 digits without “+” when the channel requires it.

  • For WhatsApp, maintain up-to-date approved templates and map variables exactly as required.

  • Centralize alert recipients in a managed custom field to avoid hard-coded values in workflows.

FAQs

Yes. Use a Survey Decision Box to branch and add multiple Send Message actions—one targeting internal recipients (manager mailbox/WhatsApp) and another for the customer (apology, instructions, etc.).

Yes. Survey Response Event triggers for submitted and qualified partial responses. Design your branches accordingly and include guardrails for missing answers.

If you maintain a deep link or dashboard link pattern, you can include it as a variable or constant. Ensure recipients have access rights to view it.

Store owner routing rules in profile/transaction custom fields (e.g., RegionOwnerEmail). In Send Message, select the field via Resource Selector as the recipient.

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