Talk
Use Talk blocks to send chat messages and images, reply to tickets or add internal and external notes, and send new emails from a workflow.
Talk blocks send something from the workflow: a chat message, an image, a reply or note on a ticket, or a new email. They do not wait for an answer. To ask a question and wait for the reply, use a Listen block.
Find them under Talk in the workflow builder’s toolbar.
| Block | Use it to |
|---|---|
| Message | Send a chat message. |
| Image | Send an image in chat. |
| Ticket Reply | Reply to the ticket, or add an internal or external note to it. |
| Send Email | Send a new email to any address. |
The Message block
Message sends a text message in the conversation. Insert variables with { to personalize it, for example Hi {user_name}, your order {order_id} is on its way.
You can also:
- Variants: click Generate Variants and choose 1 to 5. AI writes new versions of your message, which you can edit or remove before you click Save Variants. Each time the block runs, Robylon picks your original message or one of the variants at random, so repeat customers do not see the same wording.
- Enhance using AI: turn it on to let AI refine the message based on the customer’s last message and the chat history. Add a Custom Prompt to guide it, for example “add an acknowledgment at the start”.
The Image block
Image sends an image in the chat. Enter the image URL, or a variable that holds one, so you can send a different image for each customer, for example their product photo.
To receive an image from the customer instead, use Upload Img in Listen.
The Ticket Reply block
Ticket Reply writes on the current ticket. Choose one of three types:
| Type | Who sees it |
|---|---|
| Add Internal Note | Only your team, on the Robylon dashboard. |
| Reply Ticket | Everyone on the email thread. The reply is emailed to the customer. |
| Add External Note | Everyone on the connected helpdesk account (for example Freshdesk), but it is not emailed to the customer. |
You can add CC and BCC addresses and attachments to a reply. Other options:
- Enhance using AI: let AI refine the text using the conversation, with an optional Custom Prompt.
- Embed CSAT survey: add a CSAT survey to the email. Choose the CSAT form, and under If already sent on this ticket choose Do not attach the survey or Attach anyway. With Do not attach the survey, only the survey is left out; the email is still sent.
- Private or Public: for Add External Note, choose whether the note is private on the helpdesk. You can also add addresses under Notify To.
- Include Output downstream: on by default. Turn it off to leave this reply out of the conversation history that later blocks and AI agents read.
Add External Note works with Robylon Email and with every connected helpdesk: Freshdesk, Zendesk, Zoho Desk, Vtiger and Salesforce.
The Send Email block
Send Email sends a new email, separate from the ticket thread. Use it to alert a team, send a confirmation, or email a partner. Fill in:
- From: one of your workspace’s active email addresses, grouped under ROBYLON (your Robylon email addresses) and CUSTOM DOMAIN (addresses on your own email domain).
- Sender Name: shown as the sender in the recipient’s inbox. If empty, your brand name is used.
- To, CC and BCC.
- Reply-To: where replies go. If empty, replies go to the From address.
- Subject and Email Body, which can include variables. Enhance using AI is available here too.
- Attachments: click Upload File (PDF, CSV, DOC, DOCX, JPG, PNG or XLSX) or Add Link.