In this section, you’ll learn how to build and customize the messages your audience will receive when participating in a broadcast or automation.

Depending on the broadcast you’ve selected (SMS, Email, RCS, or WhatsApp), the platform will display a tailored message configuration screen where you can:

• Create or select a message template
• Add personalized fields to customize messages for each recipient
• Insert trackable links to measure engagement

Message Content

In the Message step, the Communications Platform will present the option that corresponds to the broadcast you selected. For example, if you selected SMS as your broadcast, the platform will present the configuration section that corresponds to configuring the SMS message.

The following table shows what types of broadcasts are available for each automation:

SMS Message

In sending a message through SMS, there are four options to complete the message content:

The steps to add and personalize the message content are the following:

1. Select one of the previously created message templates at the top of the panel or create a new message.
2. Add a Link Tracker (optional). Allows adding a URL that recipients can tap for a redirect to take place. For more information on adding a link tracker to the SMS message body, go to the Link Tracker section.

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   LINK TRACKER AVAILABILITY

   The Link Tracker is available when sending a broadcast. However if you send an automation via, the Link Tracker won't be available.

3. Type the message directly into the SMS Message box.

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   ABOUT THE MESSAGE STRUCTURE

   In the lower section of the SMS Message box, it shows the message GSM 7 bit encoding format, a character counter, and number of messages to be sent to each recipient using the message that was entered, including the text of the personalized field. So you must be vigilant that the current max length to enter the message content is 160 characters. If the message content contains a total of 170 characters, the message will be segment and the broadcast will deliver 2 messages to each Recipient. That is, every time the total number of characters is exceeded, the SMS counter will be incremented.

4. Add Personalized Fields (Placeholders). Messages can be personalized using placeholders in the message content. For more information on how to add personalized fields to the SMS message body and messages to be sent through Automations, go to the Message Personalization section.

RCS Message

Sending the message through RCS, there are three options for selecting the content:

The steps to add and personalize the message content are the following:

1. Select one of the predefined message templates at the top of the panel.
2. Optionally, add a Link Tracker button that allows the insertion of URLs that recipients can click for further actions. For more information on adding a link tracker to the RCS message body, go to the Link Tracker section.

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   NOTE

   The Link Tracker is available when sending the message via SMS, Email, or RCS. If you send any automation via SMS, Email, or RCS, the Link Tracker won't be available.

3. Type the message directly into the RCS Message box. The maximum number of characters is 1024.
4. Add Personalized Fields/Placeholders. Messages can be personalized using Place Holders in the message content. For more information on adding personalized fields to the RCS message body and messages that were sent through Automations, go to the Personalized Fields/Placeholders section.

Message Personalization

Messages can be personalized using placeholders. Messages can include placeholders that are dynamically replaced with contact data. The platform supports default fields that can not be deleted or modified, such as mobile, email, devices, last updated, and member since.

How personalized fields are added to a message depends on the delivery method being used in the broadcast.

SMS / RCS

For example, if you wish to send a personalized SMS / RCS message to your contacts saying "Hello" followed by the name of the contact, first type "Hello" and from the Add Personalized fields box, select the name placeholder by clicking on it. The personalized field name will appear in the message box surrounded by a pair of square brackets [[name]], as shown in the figure. When added, Personalized fields are placed in the next available position in the message box. Once the message is sent, the placeholder "[[name]]" will be replaced with the contact name.

Email

For Email, create the Email content with personalized fields for each Recipient by using the Personalize block.

By clicking on the Personalized drop menu, you will view the available Fields that are obtained from the Contact List Fields.

For example, if the ‘Name’ Field is dropped into the Email, all Emails will be delivered to the Recipients with the Name obtained from the Contact List Field used.

WhatsApp

For WhatsApp, depending on the message template selected for the WhatsApp message, make sure that among the attributes associated with the contact, the values of the fields used in the message template are included. For example, if the "2fa_activation_en1" message template, shown in the screen, is to be used in the message, the attributes associated with the contact must include the values of the [[EMAIL]] and [[ACTIVATION_LINK]] fields.

Link Tracker

For SMS, RCS, and Email, Add a Link Tracker allows adding a URL that recipients can click for further actions. This option will add shortened URLs to the message. Once the name of the link and the URL have been entered into the dialog box that pops up, select the Save button. The shortened URL will be placed at the next available position of the existing content in the Message box.

In order to use the URL Shortener, you can choose to bind your own branded domain or sub-domain, or use our default domain → msgi.me

To strengthen brand consistency, increase user trust, and improve messaging performance, we offer full white-label support for customers leveraging our URL Shortener feature. This includes the ability to configure a custom-branded domain for use in short links generated via our API—an option particularly valuable in SMS, Email, RCS broadcasts, where concise, recognizable links significantly improve track click-through, open rates, and engagement.

By default, all short URLs are created using the domain msgi.me, but customers with specific branding requirements may request to use a custom domain. This approach enables customers to fully align their messaging experience with their corporate identity, delivering a consistent and trustworthy user journey. Therefore, we strongly recommend using a custom-branded domain. This boosts trust and engagement, resulting in better messaging outcomes.

Therefore, while the default domain msgi.me is available for immediate use. Implementing a custom-branded domain provides several advantages:

• It enhances brand recognition across communications.
• It builds credibility by using a familiar and trusted URL structure.
• It can lead to higher click-through rates, as end users are more likely to interact with recognizable links.

Customers interested in setting up their own custom URL shortener may initiate the process by submitting a request. Upon receiving it, our Operations team will share a selection of available domain options for the customer to review and choose from.

When a customer opts to use a domain they already own, it is essential to consider two important key limitations:

1. No Subdomain Assignment: They cannot assign unique subdomains to their customers.

   All users will access the platform using the same shared URL.

2. No Per-Space Branding: They won’t be able to apply different logos or icons for each customer Workspace.

   All customers will see the same branding across the platform.

Example:

• Provided Domain: mydomain.com
• Shared Access URL: cpass.mydomain.com (applies to all their customers)

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NOTE

Only one custom domain can be assigned per owner.

If you want to use your own branded domain (Custom Domain), please reach out our Account Manager or Support Team for further assistance.

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WARNING

Before entering the URL that will be trackable, if the configured URL has a distinct ".com" domain extension, iOS end users (iPhone) will not be able to click on the URL shortener. Therefore, we recommend placing a secure hypertext transfer protocol "https://" at the beginning of the domain.

For Email, create the Email content with trackable links using the Basic Blocks by selecting the Link Block.