Crafting Effective Conversations with the Message Node in Copilot Studio

In Copilot Studio, the Message node is a powerful tool that allows you to enhance conversations with users by sending dynamic, interactive messages. While its basic function is to send text, the Message node offers far more versatility, including the ability to incorporate images, videos, cards, quick replies, and even speech responses. This post will guide you through the essentials of working with the Message node to create more engaging and effective user interactions.

What is the Message Node?

The Message node is a key component within a topic’s flow that sends information from the copilot to the user. It can deliver simple text messages but also supports more complex, multimedia content like videos and images, interactive quick replies, and cards (including Basic Cards and Adaptive Cards).

Here’s how you can leverage the Message node to improve your copilot’s conversations:

Sending a Text Message

To send a text message, open any topic in Copilot Studio, then select Add Node (+) and choose Send a Message. You can enter the desired text directly into the provided field. There are also formatting options available, allowing you to add variables and basic styling to your text.

Use Message Variations

For variety, you can add multiple message variations, ensuring that users don’t see the same response repeatedly. To add a variation:

1. Select Add from the node’s menu bar.
2. Choose Message Variation and enter the new text.

Each time the node is triggered, the copilot will randomly select one of the variations, making the conversation feel more dynamic.

Add Images and Videos

To enrich user interaction, you can easily include multimedia:

• Add an Image: Select Add > Image in the node’s menu and provide the image’s URL.
• Add a Video: Select Add > Video and enter a URL for an MP4 file or YouTube video. You can also include titles, subtitles, and buttons for added interactivity.

Using Cards for Rich Content

For even more interactive messages, the Message node supports both Basic Cards and Adaptive Cards.

• Basic Cards allow you to present static information, such as text and images, along with interactive elements like buttons.
• Adaptive Cards are platform-agnostic and allow for more advanced customization using JSON. You can include form inputs, buttons, and dynamic content that adapts to the user’s interaction.

Example of an Adaptive Card:

Imagine creating an Adaptive Card that shows store hours along with a picture of the store. Users can interact with the card, asking for directions or calling the store directly.

Quick Replies for Instant User Actions

Quick replies are an excellent way to prompt users for specific actions or responses, providing them with buttons for suggested answers. For example, you could offer choices like “Get Store Hours” or “Find Nearest Store.” If users choose one of the quick replies, it gets recorded and shown in the conversation.

• Add Quick Replies: Select Add > Quick Reply and enter the text for each reply button.
• Advanced Quick Replies: You can also configure quick replies to trigger different actions, such as opening a URL, making a call, or sending a hidden message to the copilot.

Adding Speech Responses with SSML

For voice-enabled channels, like Omnichannel for Customer Service, you can add speech responses to make your copilot sound more natural and conversational. Using Speech Synthesis Markup Language (SSML), you can control the tone, emphasis, and pacing of your copilot’s voice.

• SSML Tags: Use tags like audio to play pre-recorded sounds, break to insert pauses, and emphasis to stress certain words or phrases. These tags can help bring your copilot’s voice to life, making it more engaging for users.

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Why Use the Message Node?

The Message node is not just about sending text—it’s about creating engaging, interactive, and dynamic conversations that cater to user needs. By using multimedia, cards, quick replies, and even SSML speech responses, you can significantly enhance the user experience and keep your interactions interesting and effective.

Whether you’re adding a simple text message, incorporating dynamic quick replies, or using Adaptive Cards for rich interactions, the Message node provides the tools to make your copilot more responsive, interactive, and user-friendly.

Take advantage of these features in Copilot Studio and start crafting conversations that are not only informative but also engaging and interactive. The possibilities are endless!