Conversation

Use the conversation node to send a message, extract details from the response, and direct the flow of the conversation according to the response.

The conversation node is available for digital tasks only, including messaging, chatbot, and WhatsApp.

Name

Give the node a name.

Message

Enter the message text.

To include a variable, complete the following.

1. Type two curly brackets {{

   The variables in your account are displayed in a menu. To filter the list, start typing the name of the variable.

2. Select the variable.

Advanced

Add rich media to the message. Use the advanced tab when you want more control than is possible from the rich media tab.

The advanced tab is available to ChatBot tasks only.

Field	Description
Message JSON	Enter the JSON message to send or a variable that contains the JSON message. For more information on variables, see Variables.
Incoming JSON Format	Provide a sample JSON message to show the format of the message you may expect to receive. Add a variable node after the conversation node to capture the conversation response using the Expression Builder getElementFromJson method. See the Variable node and the Expression Builder.

For more information on the JSON structure, see Rich Media Advanced.

Rich Media Message Attachments

Attach a file or URL to the message.

Message attachments are available to ChatBot and WhatsApp tasks only. Incoming and outgoing attachments for chatbot sessions delivered using Five9 Web Messenger require the Studio account be linked to a Five9 domain with Use File Service enabled. See Studio Accounts.

Column	Description
	Re-order the attachments using a drag-and-drop motion.
Attachment Type	Select from: image, video, audio, document, sticker.
File/URL	Enter the public URL of the file to attach. If the public URL is stored in a variable, type {{ and select from the available options.
	Attach a file from Studio content items. For more about Studio content items, see Content. For more about how to add a file to Studio content items, see Files.
	Delete the attachment. Hover over the row to see the icon.

Rich Media Message Buttons

Send a link or buttons to click in the message.

Rich media message buttons are available to ChatBot tasks only.

Column	Description
	Re-order the buttons using a drag and drop motion. The buttons appear to the recipient in this order.
Type	Select from: link, reply, postback, or location. Type Description Link The recipient clicks the link to open the URL in a new page in their web browser. Reply Commonly, the recipient receives more than one reply button in a message. Each reply button represents an option. The recipient clicks a reply button to make their choice and the other reply buttons disappear. Postback Once the recipient receives the postback button, they can click it any time in the conversation and multiple times in the conversation. Postback buttons do not disappear when clicked or when the conversation moves to the next message. Location Send this button to receive the location of the recipient. Studio receives the location when the recipient clicks the button. The location is stored in system variables sys.LocationLatitude and sys.LocationLongitude. If the recipient does not click the button, the call flow returns to the beginning.
Label	Supply text for the button label. The recipient sees this text on the button.
Icon	To add an icon to the button label, supply the public URL to the icon.
URL	When the recipient clicks the link, the URL opens in a new page in their web browser.
Goto Node	When the recipient clicks the reply or postback button, the call flow routes to this node.
	Delete the button. Hover over the row to see the icon.

If you would like more detail on the JSON structure of message buttons, see Rich Media Message Buttons.

Response

Route the conversation according to the recipient's text response.

1. Extract words from the message.

2. Match those words to keywords.

3. Route the message call flow accordingly.

Section	Description
Extract Words	Create at least one word rule to extract words from the received message and select the variable to store the word rule. Field Description Variable Select the variable to store the word rule. Word Rule To create or change the word rule, click the pencil to the right of the field. This opens the Expression Builder. Within the Expression Builder, use the Custom REGEX function to extract words. The Matches REGEX function returns true or false depending on whether the regular expression matches the input string.
Match Keywords	Route the call flow according to the keywords matched from the extracted words. Field Description Re-order the keyword list. Studio processes the keywords in the presented order. Keyword Type the words to match. When one of a number of keywords forms a match, use a double pipe character || to separate each keyword. Example Keywords Description Address Matched when the word Address is found. Open Account Matched when both words Open Account are found in sequence. order && status Matched when both words order and status are found, not necessarily in sequence. yes || yep || yeah Matched when at least one of the words yes, yep, or yeah are found. Match Whole Words Only Setting Description Whole words and strings within whole words are matched. For example, if the keyword is no then both "no call" and "another" are matched. Whole words only are matched. For example, if the keyword is no then "no call" is matched, while "another" is not matched. Goto Node Route the call flow to this node when the keywords are matched. Select from the available nodes in the call flow or type a new node name. Delete this route. Hover over the row to see the icon. For this example, when keyword Open Account is matched, the call is routed to the node openAccount, and when keyword Close Account is matched, the call is routed to the node closeAccount.
Otherwise Goto Node	Route the call flow to this node when none of the keywords are matched. Select from the available nodes in the call flow or type the name of a new node. This field is required to ensure best practices are followed. It ensures the call flow always has a backup node, even though in some cases that may seem redundant.

Delivery Notification

Receive delivery notifications.

To use this feature, you must host a web service capable of receiving notification events.

Field	Description
Webhook URL	Enter the URL for your web service.
Query Parameters	Pass additional parameters to your web service. These parameters are included with the notification events. They are often used to differentiate one SMS (message) from another.