Notify someone else (without interrupting the contact)
If you just need the essentials, follow this quick path:
- Decide what you’re notifying and who should receive it (fixed vs dynamic recipient)
- Collect the contact’s message with Wait for Response (save a named result)
- Optionally ensure the contact’s name exists (Split by Contact Field → Update Contact)
- Add Send Message to Third Party and insert variables in the notification body
- Test in the Simulator (especially for dynamic recipients)
This keeps alerts fast, consistent, and easy for your team to scan.
Step-by-Step Process
Identify the trigger point in your flow (example: after a question is collected), then decide the recipient type:
- A fixed recipient (example: a support email or phone)
- A dynamic recipient stored in a contact field (example: assigned staff phone)
Important: Use this action for alerts and handoffs. If you want agents to reply to contacts inside the platform, use Tickets instead.
[CAPTURE: A flow branch where an internal alert is triggered after a key response.]
@contact refers to the active contact in the run (the one currently in the flow), not the message recipient. If you need to message a recipient “as @contact”, start that person in a flow and use a standard Send Message action there.- Add a Send Message node asking the contact to write their question/feedback.
- Add Wait for Response to collect the reply.
- Name the result (example:
qcc) so you can reference it later as@results.qcc.
[CAPTURE: Wait for Response node collecting a user message and saving it as result “qcc”.]
- Add a Split by Contact Field node to check whether the contact’s name field already has text.
- If empty, ask for the name and save it with Update Contact.
- Rejoin your main path after the name is available.
[CAPTURE: Split by Contact Field checking Name, with a branch that collects and updates Name.]
- Create a new node (or add an action to an existing node).
- Choose Send Message to Third Party.
- Select or enter the recipient (email/phone/target address depending on your channels).
- Write the notification message and insert variables such as:
@contact.name(active contact’s name)@results.qcc(the message you collected)@urns.mailto(active contact’s email, if available)@urns.tel(active contact’s phone number, if available)
[CAPTURE: Send Message to Third Party configuration showing recipient + message body with variables (@contact.name, @results.qcc, @urns.tel).]
- Open the Simulator in the flow editor.
- Submit a sample question/feedback message.
- Confirm the action log shows the result being captured (example:
@results.qcc) and the third-party message being triggered. - If your recipient details are dynamic (pulled from a field), test with at least one contact record that actually contains that field value.
[CAPTURE: Simulator run showing the captured result and the third-party send action executed.]
Common Issues & Quick Fixes
The message is sent, but variables look empty (missing name or response)
Problem: The notification arrives, but fields like the name or the captured message are blank.
Fix:
- Make sure the Wait for Response node runs before the third-party message.
- Confirm you named the result and referenced it correctly (example:
@results.qcc). - If the name is missing, add a “name capture” branch using Split by Contact Field.
I used @contact expecting it to represent the recipient
Problem: You expected @contact to refer to the third-party recipient, but it doesn’t.
Fix:
- Remember: in this action,
@contact= the active contact in the flow run, not the recipient. - If you need the recipient’s details, start that recipient in a flow and message them with a standard Send Message action.
I want the teammate to reply directly to the contact in-platform
Problem: You need an agent workflow with assignment, replies, and tracking (not just an alert).
Fix:
- Use Tickets for agent workflows inside the platform (assignment, replies, tracking).