Send Response to a Message

The Front - Send Response to a Message step is used to reply to a customer's message. This is often done when the request from the customer is best handled with a standard reply. This step also allows users to archive conversations after a reply is sent.

Inputs

Connection

Select a connection that contains the passwords or keys needed to access a specific Front instance. Since users can not enter secret information directly into the step input, a Connection must be created in advance. Generally, connections are created by Administrators or IT Staff who have access to the necessary credentials.

For more information about Connections, click here.

Message ID

The externalId output from a Message Retriever step that is connected to Front will contain the Message ID of the message. This is usually the value used for this input.

Reply Message

Whatever is entered here, either literally or using outputs from other steps, will be added as the body of a new message that will be sent via Front to the customer. The most common way to generate the Reply Message input is by using a Render Template step earlier in the path.

When using literal text, if the text contains either single or double quotes, users will need to triple quote the entire message (eg: “““ this is a message with ‘ and “ characters in it””” or ‘‘‘this is a message with ‘ and “ in it’’’).

Archive Conversation

Users can also archive the conversation after replying to the customer. Set this input to True to archive the associated conversation in Front. Set it to False to NOT archive the conversation.

For True and False, do NOT add quotation marks around these values in the expression editor.

Outputs

conversationId

This step returns the ID of the conversation that was archived. This could be helpful if users want to take additional actions on the conversation later in the path.

message

The "message" returned by this step is valuable only for troubleshooting when something goes wrong. It will contain a short message from Front about the success or failure of the attempt to archive the conversation. If trips are failing at this step users may be able to learn more about the reason for the failure by looking for the message in the trip report (which can be found in the Analytics section of the application).