Message Sending Tool
The Message Sending Tool allows an Agent to proactively send messages to specific phone numbers based on a defined condition or instruction.
This tool is commonly used for notifications, alerts, internal handoffs, summaries, and operational follow-ups, extending the Agent’s reach beyond the active conversation flow.
🔎 What It Does
With Message Sending, an Agent can:
Send messages to specific phone numbers
Choose the destination dynamically from the conversation context
Notify internal teams or stakeholders
Trigger outbound messages based on instructions in the Agent’s logic
Unlike Follow Ups, this tool is not time-based by default — messages are sent immediately when the Agent decides to execute the tool.
⚙️ How the Tool Works
The Agent decides to use the Message Sending Tool based on its description and instructions.
At runtime:
The Agent evaluates whether the condition to send a message is met.
It determines who should receive the message:
Using predefined phone numbers, or
Inferring the phone number from the conversation context.
It generates the message content according to the instructions you provided.
The message is sent through the selected connection.
📞 WhatsApp Connection Rules (Important)
Official WhatsApp Connection
If you select an official WhatsApp connection, the destination phone number must be inside an active 24-hour conversation window.
This means:
The recipient must have interacted with the WhatsApp number within the last 24 hours.
If the window is closed, the message will not be delivered.
Non-Official Connection
If you need to send messages outside the 24-hour window, you must use a non-official WhatsApp connection.
📲 Predefined Phone Numbers vs Dynamic Discovery
Use Predefined Phone Numbers (Enabled)
When enabled:
You manually define one or more phone numbers.
All messages sent by this tool will go only to these numbers.
Ideal for:
Internal notifications
Admin alerts
Sales or support escalation messages
Dynamic Phone Number Discovery (Disabled)
When disabled:
The Agent determines the destination phone number automatically.
The number is inferred from the conversation context or instructions.
Ideal for:
Notifying the same user who is interacting with the Agent
Context-aware routing
✍️ Defining the Message Content
The message content is controlled entirely by prompt instructions.
You can:
Define a fixed message template, or
Instruct the Agent to dynamically generate the message.
Example Instruction
“When you create a support ticket, send a WhatsApp message to 11 984444444 containing:
A summary of the conversation so far
The user’s phone number as a clickable link in the format
https://wa.me/55{{user_phone}}”
In this case, the Agent:
Writes the message
Injects context dynamically
Sends it to the specified number
📌 Recommended Usage Pattern
We strongly recommend using a dedicated phone number exclusively for outbound notifications.
Reasons:
Prevents reputation damage to primary WhatsApp numbers
Helps control outbound message volume
Reduces the risk of blocks or restrictions
Keeps operational messages isolated from customer conversations
🔮 Future Capabilities
In future releases, Message Sending will support:
Official WhatsApp templates approved by Meta
🧠 Best Practices
Be explicit in the tool description so the Agent knows when to use it
Avoid excessive outbound messages to protect number reputation
Prefer Message Sending for internal notifications, not user engagement flows
Use Follow Up instead when timing and delayed delivery matter
✅ Key Takeaway
The Message Sending Tool enables Agents to act beyond the conversation — notifying, alerting, and coordinating actions through outbound messages.
When combined with clear instructions and the right connection type, it becomes a powerful bridge between conversational intelligence and real-world operations.
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