Agentic Workflow Messages Actions
Audience: Administrators, Developers, Solution Architects
Purpose: Reference for the Send Email and Send Text actions available in Contact Agentic Workflows, covering configuration options, behavioral notes, and error handling.
Overview
Messages actions send communications to the Contact Record in context. These actions are only available when the Agentic Workflow is built on a Contacts Object; they do not appear in Agentic Workflows built on other Object types such as Objects or Workflow stages.
Two actions are available:
Send Email: sends a templated or newly composed email to the Contact.
Send Text: sends a plain-text SMS message to the Contact using your configured text messaging provider.
Both actions support merge fields for personalization and share the same error handling model as other action steps.
Note: For error handling, see Agentic Workflow Error Handling.
Send Email
The Send Email action sends an email to the Contact Record currently in context.
Additional Description: An optional freeform text field for internal notes about the step. This value is not included in the email.
CC Team Members: Use the CC Team Members dropdown to copy one or more team members on the outgoing email. The following options are available:
None: No team members are copied. This is the default.
Last Active Team Member (Any Role): Copies the most recently active team member on the Record, regardless of role.
Last Active Team Member (Specific Role): Copies the most recently active team member on the Record who holds a specified role.
Specific Team Members: Copies one or more named team members selected at design time.
Custom Team Selector Field: Copies the team member resolved by a team selector field on the context Record.
Choose Email To Send: Select or create the email to send using one of two options:
CHOOSE EMAIL FROM LIBRARY: Opens the Choose Email Template dialog, where you can browse and select from saved Templates, Broadcasts, or Agentic Workflows emails.
CREATE NEW EMAIL: Opens the email builder to compose a new email directly.
Based on your email account type, a daily quota applies to emails sent via the selected integrated inbox
Send Text
The Send Text action sends a text message to the Contact Record currently in context.
Additional Description: An optional freeform text field for internal notes about the step. This value is not included in the message.
Text Message Body: Compose the message content in the Text Message Body field. Use + INSERT MERGE FIELD to insert dynamic values from fields on the context Record. Available merge fields are organized by category; for example, the Contact Info category includes fields such as Link to Record, First Name, Last Name, Email, and Date Created.
Note: Sending text messages requires an active Twilio integration. See Twilio SMS for instructions on connecting your account and provisioning a sending number.
The body supports up to 10 message segments of 153 characters each, for a maximum of 1,530 total characters. The character counter below the field displays remaining characters in the current segment and total characters used.
Key Use Cases
Messages actions are applicable across any Workflow that requires direct communication with Contacts at a defined point in an automated process. The following examples illustrate common patterns in three industries where timely, automated outreach is a core operational requirement.
Industry Examples
Insurance operations depend on prompt, accurate communication with policyholders and claimants at key points in the policy and claims lifecycle.
Examples include:
Using Send Email to deliver a policy renewal notice to the Contact when an Agentic Workflow detects an upcoming expiration date, with merge fields populated from the policy record
Using Send Text to send an immediate SMS confirmation to a claimant when a new claim record is created and the Agentic Workflow reaches the notification step
Using Send Email to notify a Contact of a coverage change or endorsement, attaching a templated summary email composed in the email builder
Using Send Text to follow up with a Contact who has not responded to a previous outreach, using a short merge-field-personalized message within the 1,530-character limit
How Messages actions help:
Deliver policy and claims communications automatically at the right moment in the workflow, without requiring manual outreach from team members
Personalize messages at scale using merge fields drawn from the Contact Record
Maintain a consistent communication cadence across high-volume Contact populations such as renewal books or open claims queues
Healthcare workflows require reliable, timely communication with patients and Contacts at critical points in care coordination and administrative processes.
Examples include:
Using Send Email to send an appointment confirmation or preparation instructions to a patient Contact when a scheduling Agentic Workflow reaches the confirmation step
Using Send Text to deliver a same-day appointment reminder to a patient Contact, keeping the message within a single 153-character segment for clarity
Using Send Email to notify a Contact of a referral or care plan update, using a templated email selected from the library
Using Send Text to follow up with a Contact after a care event, using merge fields to personalize the message with the Contact's name and relevant details
How Messages actions help:
Reduce no-show rates and improve patient engagement by delivering timely reminders and confirmations automatically
Reach Contacts on their preferred channel — email for detailed communications, text for brief time-sensitive messages
Keep outreach consistent and compliant by using pre-approved email templates selected from the library rather than ad hoc messages
Financial services Workflows require precise, well-timed communication with clients and prospects at key stages of onboarding, servicing, and renewal processes.
Examples include:
Using Send Email to deliver an onboarding welcome message to a new client Contact when an Agentic Workflow moves the associated Record to an active status
Using Send Text to notify a client Contact of a time-sensitive action required on their account, using a concise merge-field-personalized message
Using Send Email to send a periodic statement or document notification to a Contact, referencing a templated email built in the email builder
Using Send Text to follow up with a prospect who has not engaged after an initial outreach, keeping the message brief and including a merge field for the Contact's first name
How Messages actions help:
Automate high-touch client communications at key lifecycle moments without requiring advisor or operations team intervention
Ensure consistent messaging across large client populations by using library templates with controlled content
Reach clients quickly on mobile when time-sensitive action is required, without waiting for email open rates
What's Next?
Continue to Agentic Workflow Code Steps to learn how the execution engine processes action steps at runtime, including the asynchronous queue model, execution lifecycle, step isolation, and ordering guarantees.
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