Messaging & capture actions

These three actions are the voice and ears of your flow. Send Message does the talking, Capture User collects contact details, and Assign User routes the conversation to the right teammate. You'll use all three constantly, so it's worth knowing them well.

Send Message

Send Message delivers one or more messages to the customer. It's the most-used action in Vivollo, and it's more capable than its name suggests — the same block sends plain text, button menus, product carousels, forms, and raw JSON.

Reach for it when you want to say something, ask something, present choices, or collect an answer.

What it sends

A single Send Message can include up to ten messages, each of a type you choose:

• Text — a plain message (up to 500 characters). Personalize it with {{variables}}.
• Options — a prompt plus up to ten buttons. Each button shows a label (up to 75 characters) and can carry a value and its own next step. You can mark the selection required so the flow waits for a real choice.
• Carousel — a swipeable set of cards. Each card has a title, optional images (up to ten, shown as a full cover or as circles), optional highlights, and optional action buttons that open a link or send a value back.
• Form — a set of validated fields collected together (great for addresses, bookings, and tickets).
• JSON — a raw payload for custom client rendering, when you're building something bespoke.

For the full picture of when to use each, see Rich messages.

The settings that matter

Beyond the message itself, a few options shape how Send Message behaves:

• Auto-translate — when on, Vivollo detects the visitor's language and translates the message into it automatically. Author once, reach everyone.
• Wait for a reply — pause the flow after sending and wait for the customer's next message before continuing. Turn this on for questions, off for statements.
• Internal only — show the message to your team in the inbox but not to the customer. Handy for notes and context during a handoff.
• Raw mode — send the content exactly as written, with no processing. Most flows leave this off.

Capturing the reply

Send Message can also capture what the customer says next and store it in a variable. When you enable input capture, you set:

• The variable name — where to store the answer (e.g. order_id).
• A validation type — what the answer should look like (email, phone, a URL, or just "required"). If it doesn't match, the customer is asked to try again.
• A validation message — the friendly nudge they see when the answer doesn't pass (up to 150 characters), e.g. "That doesn't look like an email — mind checking?"

This is perfect for grabbing a single piece of information mid-conversation. For collecting name, email, and phone together, use Capture User below.

Quick limits

• Up to 10 messages per action
• Up to 10 buttons per Options message · labels up to 75 characters
• Text up to 500 characters · up to 10 images per carousel card

Capture User

Capture User asks the customer for their name, email, and/or phone number, validates each one, and saves it to their profile. It's the polished, purpose-built way to collect contact details — so you don't have to wire up three separate questions by hand.

Reach for it when you need to identify a lead or make sure you can follow up: at the start of a sales chat, before a handoff, or whenever contact info is missing.

How to set it up

You turn on the fields you want, and for each one you write the question the customer sees:

• Name — toggle on, then set the prompt (e.g. "Who do I have the pleasure of helping?").
• Email — toggle on, then set the prompt. Validated as a real, well-formed address.
• Phone — toggle on, then set the prompt. Validated as a real phone number.

You can also turn on Auto-translate so the questions arrive in the visitor's language.

Good to know

• At least one of email or phone must be enabled — Capture User exists to give you a way to reach the customer, so a contact channel is required.
• Validation is built in. Emails are checked for proper format (and that the domain can actually receive mail); phone numbers are checked for validity. You can override the default error messages with your own wording.
• Captured values land on the customer's profile and are available to later steps as variables.

Assign User

Assign User hands the conversation to a specific teammate — a named person rather than a queue or a group. The conversation moves into the Messages inbox as theirs, carrying the full history and context with it.

Reach for it when you want a particular person on a chat: a VIP's account manager, the on-duty specialist, or the rep who's been handling that customer.

How to identify the person

You point the action at the teammate using any of the identifiers you have — the flow uses whichever is available:

• User ID — the most precise, if you have it (often from a variable).
• Email — a reliable, human-friendly way to name someone.
• Name and phone — additional identifiers you can supply.

All of these accept {{variables}}, so you can assign dynamically — for example, routing to the account manager stored on the customer's record.

Assign vs. hand off

It's worth being clear on the difference:

• Assign User sets who owns the conversation — you're choosing a person.
• A handoff (triggered by the agent, or by routing to a help-desk group) is the broader move from AI-handling to human-handling.

They often go together: the AI decides it needs a human, you send a "connecting you now" message, and Assign User puts the chat in the right person's hands. For routing to a team rather than an individual — or into Connexease — see the Integration actions. For the full handoff experience, see Live handoff.

Putting them together

These three actions form the classic "qualify and route" opening:

Send Message ("Hi! Happy to help — quick question first.")
  → Capture User (name + email)
  → Send Message ("Thanks {{customer_name}}! What can I help with?")
  → ... (your flow continues, or)
  → Assign User (the right specialist)

In four blocks you've greeted the customer, learned who they are, and — when needed — put them in front of exactly the right person. That's the everyday rhythm of messaging and capture.