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How Smart Message works

Smart Message lets an agent choose communication paths using a unified message tool. It can work across configured contact methods and use runtime context to decide the right delivery behavior. Rather than requiring separate email and Slack tools, Smart Message consolidates outreach into a single step where the agent selects the optimal channel based on available contact information, urgency, and your configured strategy.

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Configuration

Inputs

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Prompt
string
Guidance for when this tool should run and how the agent should compose or route the message.
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To
string
required
The target user to contact.
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From
string
required
The internal sender identity used for message context.
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Enabled contact methods
string[]
Communication channels this tool can use.
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Contact selection strategy
enum
How Flywheel should choose among available contacts for enabled methods.

Outputs

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message_status
enum
required
Final result for send routing and delivery (e.g. sent, failed, skipped).
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delivery_channel
string
required
Channel chosen for the message attempt (e.g. email, slack).
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to_id
string
User ID the message was delivered to.
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from_id
string
Sender identity used for the message.
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message_id
string
Unique identifier for the sent message when delivery succeeds.
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fallback_used
boolean
Whether a fallback channel was used when the preferred channel was unavailable.

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Use Cases

Channel-Aware Urgent Outreach 
Condition: User has Slack identifier and email
Strategy: Prefer Slack for urgent updates, fall back to email
Use: Reach users on their most responsive channel for time-sensitive messages
Email Fallback Routing 
Condition: No valid Slack identifier available
Strategy: Automatically route to email
Use: Ensure delivery even when the preferred channel is unavailable
Lifecycle Event Follow-Up 
Condition: Proactive outreach after key lifecycle events
Strategy: Use contact selection strategy to pick the best channel
Use: Deliver timely, personalized messages without hardcoding a channel per workflow
Multi-Touch Engagement 
Condition: User completed onboarding but has not activated a key feature
Strategy: Send via Slack if available, email otherwise
Use: Drive feature adoption with a single flexible outreach tool

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Best Practices

Channel Policy
  • Define allowed methods explicitly so routing remains predictable and auditable.
  • Reserve Smart Message for scenarios where channel flexibility is genuinely helpful — use dedicated email or Slack tools when the channel is always the same.
  • Test fallback behavior to confirm messages still deliver when the primary channel is missing contact data.
Sender Context
  • Ensure sender identities are valid and intentional for the outreach type.
  • Match the sender to the user’s assigned CSM or account owner for personal-feeling messages.
  • Avoid generic sender identities for high-touch outreach where relationship context matters.
Message Quality
  • Use the agent prompt to guide tone and length based on the delivery channel — Slack messages should be concise, emails can be more detailed.
  • Pair Smart Message with Find Event or Set Custom Property to ground the message in real user activity.
  • Monitor message_status and fallback_used outputs to identify users with incomplete contact data.