Message Nodes

Message nodes are the nodes that send something to your customer. They are the voice of your flow: greetings, answers, files, links and forms.

In the flow builder, you will find them under MESSAGES in the left-hand panel:

Node	What it sends	Waits for a reply?
Text Message	One or more plain text messages	No
CTA / URL	A message with a button that opens a link	No
Media	An image, video or document	No
Template	An approved WhatsApp template	No
WhatsApp Flow	An in-chat form built with Meta's Flow builder	Yes

Starting the conversation: every flow begins at the Conversation Start node (the entry point of the flow). To send the customer a first message, connect Conversation Start to a message node, for example Text Message. A message node can't be the first thing in a flow on its own, so always draw a line from Conversation Start to your opening message node.

Remember: most message nodes send and move on straight away. If you want to wait for the customer to answer, follow the message with an Ask & Collect node such as Reply Buttons, List / Menu or Text Input.

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Before you start

• Your WhatsApp Business account is connected to Kipps.AI.
• You have opened your WhatsApp Agent and created a flow. Every flow starts from a Conversation Start node.
• To add a node, drag it from the left panel onto the canvas, then draw a line from the previous node's right dot to the new node's left dot.
• Click a node to open its settings on the right. Remember to save your flow.

Using variables in your messages

Wherever you see a text box in a message node, you can type a variable in double curly braces. Kipps replaces it with the real value for each customer.

You write	The customer sees
Hi {{name}}, welcome!	Hi Priya, welcome!
Your booking is on {{date}}	Your booking is on 24 Oct

• {{name}} is filled in automatically from the customer's WhatsApp profile name.
• Other variables come from earlier nodes. For example, a Text Input node can save the customer's answer to {{email}}.
• If a variable has no value yet, it is simply left blank. The customer never sees the raw {{...}} text.

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Text Message

What it does

Sends plain text to the customer. You can add several messages in one node, and they are sent one after another in the order you wrote them.

When to use it

• Greeting a new customer: "Hi {{name}}, welcome to Sunrise Dental 👋"
• Explaining what happens next: "Great, I'll ask you three quick questions."
• Sending information such as working hours, an address or a price
• Closing a conversation: "Thanks! Our team will call you shortly."

How to set it up

1. Drag Text Message onto the canvas and connect it to the previous node.
2. Click the node and type your message in the box.
3. To send another message straight after, click Add another message.
4. Use variables like {{name}} to personalise.

Settings

Setting	What to enter
Message	The text to send. Each message can be up to 4,096 characters.
Add another message	Adds an extra bubble that is sent right after the first one

Works well with

Place it...	Use this node	Why
Before	Conversation Start	Send a welcome as soon as the chat begins
After	Reply Buttons, List / Menu, Text Input	The text message explains, then the next node asks
After	Text Input	Repeat what the customer typed back to them: "Thanks {{name}}!"
Before	End Chat	Say goodbye, then close the conversation

Tips

• Keep each message short. Several short bubbles read better on a phone than one long block.
• Empty messages are skipped, so you will not send a blank bubble by accident.
• A Text Message does not wait for an answer. If you need a reply, add an Ask & Collect node after it.

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CTA / URL

What it does

Sends a message with one tappable button that opens a web link. CTA stands for "call to action".

When to use it

• Sending a payment link after a customer confirms an order
• Linking to a booking page, a product page or your website
• Sharing a Google Maps location link
• Sending a sign-up or download link

How to set it up

1. Drag CTA / URL onto the canvas and connect it.
2. Write the Body text: the message shown above the button.
3. Write the Button text: the label on the button, such as "Pay now".
4. Paste the URL the button should open. It must start with http:// or https://.

Settings

Setting	What to enter	Limit
Body text	The message above the button	1,024 characters
Button text	The label on the button	20 characters
URL	The link to open. You can use variables, for example https://shop.com/order/{{order_id}}	Must start with http:// or https://

Works well with

Place it...	Use this node	Why
After	Reply Buttons	The customer picks "Book a demo", and you send the booking link
After	API / Webhook	Create a payment link through your system, then send it with a variable
After	Condition	Send different links to different customers
Before	Text Message	Follow up: "Let us know once you've paid."

Tips

• WhatsApp allows only one link button per message. For two links, use two CTA nodes.
• The flow continues right after sending. It does not wait to see whether the customer tapped the button.
• Use a short, action-led label such as "Book now" or "View menu".

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Media

What it does

Sends an image, video or document (such as a PDF) with an optional caption.

When to use it

• Sending a brochure, price list or catalog as a PDF
• Sharing a product photo or demo video
• Sending an invoice, ticket or confirmation document
• Showing a welcome banner at the start of a chat

How to set it up

1. Drag Media onto the canvas and connect it.
2. Add your file in one of two ways:
   • Upload: click the upload box and choose an image, video or document from your computer.
   • Use a link: paste a direct link to the file and click Use URL.
3. Optionally add a Caption. It appears under the file.

Kipps works out whether the file is an image, video or document automatically. You will see the detected type under the upload box.

Settings

Setting	What to enter
Media file	Upload a file or paste a direct URL. Supported: images, videos, PDF, Word, Excel and PowerPoint files.
Caption (optional)	A short line shown under the file. You can use variables like {{name}}.

Works well with

Place it...	Use this node	Why
After	Reply Buttons or List / Menu	The customer picks a product, and you send its brochure
After	Text Message	Introduce the file: "Here is our latest menu 👇"
Before	Text Message or Reply Buttons	Ask what they think: "Would you like to book a visit?"
After	Condition	Send a different file depending on the customer's answer

Tips

• If a media node has no file, it is skipped, so double-check that every node shows a file name.
• A link must point directly to the file, not to a web page that contains the file.
• Large videos take longer to deliver. Keep files small when you can.

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Template

What it does

Sends one or more approved WhatsApp message templates. A template is a message format that WhatsApp has reviewed and approved in advance.

Why templates matter

WhatsApp only lets a business send free-form messages for 24 hours after the customer last wrote. After that window, or when you want to start a chat, you must use an approved template. The Template node is how you do that inside a flow.

When to use it

• Sending order confirmations, delivery updates and reminders
• Re-engaging customers after 24 hours of silence
• Sending offers and announcements that include images or buttons
• Sending a carousel of products

How to set it up

1. Drag Template onto the canvas and connect it.
2. Click Add template and pick one from your approved templates.
3. Fill in the template's variable fields. You can type your own text or use flow variables such as {{name}}.
4. If the template has a header image, video or document, make sure that field has a link.
5. Want to send more than one template? Click Add template again. They are sent in order.

Settings

Setting	What to enter
Template	An approved template from your WhatsApp account
Template variables	The values for the placeholders in the template. Flow variables like {{name}} work here.
Header media	A link, when the template needs an image, video or document in its header

Works well with

Place it...	Use this node	Why
After	API / Webhook	Fetch order details from your system, then send a template that includes them
After	Delay / Nudge	Wait a while, then send a reminder template
After	Text Input or Form	Collect a name or order number first, then use it inside the template
Before	End Chat	Send a final confirmation, then close

Tips

• Only approved templates appear in the list. Create and submit new ones from your WhatsApp templates page.
• The flow moves on immediately after sending. It does not wait for the customer to tap a template button.
• Template buttons can also start a flow. This is set in the Start node.

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WhatsApp Flow

What it does

Opens a native form inside WhatsApp, built with Meta's own Flow builder. The customer taps a button, fills in the screens, and submits. Kipps then saves the answers and continues the flow.

This node is different from the rest of this page. Unlike the other message nodes, it waits for the customer to finish the form before moving on.

When to use it

• A booking form with date, time and service
• A lead form with name, email, city and budget
• A feedback survey with ratings
• Anything that needs several answers at once, so the chat does not feel like twenty questions

How to set it up

1. In your WhatsApp account, create and publish a WhatsApp Flow under Meta Flows. Only published flows can be sent.
2. Drag the WhatsApp Flow node onto the canvas and connect it.
3. Pick your published flow from the Flow drop-down.
4. Write the Body text: the message shown above the button.
5. Write the Button text: for example "Book now". It can be up to 20 characters.
6. Choose a name in Save response to variable. The default is flow_response.
7. Optionally set Auto-continue if no reply.

Settings

Setting	What to enter
Flow	A published flow from your account
Body text	The message shown above the button
Button text	The label that opens the form (20 characters)
Save response to variable	Where the whole submission is stored. Default: flow_response
Auto-continue if no reply	Minutes to wait before the flow moves on without an answer. Leave blank to wait indefinitely.

What happens to the answers?

• The full submission is saved in the variable you chose.
• Each simple field (text, number, yes/no) is also saved as its own variable, so you can use it straight away. If the form has a field called email, you can write {{email}} in the next message.
• The answers are also saved on the contact, so you can see and reuse them in Contacts and campaigns.

Works well with

Place it...	Use this node	Why
After	Reply Buttons	The customer taps "Book a visit", and the form opens
After	Text Message	Confirm the details: "Thanks {{name}}, we've got your booking."
After	Condition	Branch on an answer, for example send high budgets to a human
After	API / Webhook	Send the submitted form to your CRM or booking system
After	Human Handoff	Pass the filled form to your team

Tips

• If the customer sends a normal message instead of opening the form, Kipps sends the form again so they are not stuck.
• Use Auto-continue if no reply and a follow-up path to remind customers who do not finish.
• Keep forms short: two or three screens get the highest completion.

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Example: a small lead-capture flow

Here is how the message nodes can come together.

1. Conversation Start
2. Text Message: "Hi {{name}}, thanks for contacting Sunrise Dental 👋"
3. Media: sends the price list PDF with the caption "Our treatment prices"
4. Reply Buttons: "Would you like to book a visit?" with Yes and Not now
5. On Yes, WhatsApp Flow opens the booking form
6. Text Message: "Thanks {{name}}, we'll confirm your slot shortly."
7. CTA / URL: "Get directions" opens your Google Maps link
8. On Not now, Text Message: "No problem, we're here whenever you're ready."
9. End Chat

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Quick reference: choosing the right node

I want to...	Use
Send a simple message	Text Message
Send a link that opens on a button	CTA / URL
Send a PDF, photo or video	Media
Message someone outside the 24-hour window, or send a pre-approved message	Template
Collect several answers in one go	WhatsApp Flow
Ask a question and wait for the answer	An Ask & Collect node

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Common mistakes to avoid

• Expecting a Text Message to wait for an answer. It sends and moves on. Add an Ask & Collect node after it.
• Using a link to a web page in a Media node. It must be a direct link to the file.
• A button label longer than 20 characters. The builder will warn you, and WhatsApp will refuse it.
• Using a template that has not been approved. It will not appear in the list until WhatsApp approves it.
• A node with nothing connected after it. The flow stops there. Connect it to the next step or to End Chat.

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Next steps

• Go back to the WhatsApp Flow Agent overview
• More node sections (Ask & Collect and Logic & Flow) are coming soon