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    Messaging File
    • 20 May 2025
    • 3 Minutes to read
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    Messaging File

    • Updated on 20 May 2025
    • 3 Minutes to read
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    Article summary

    The Messaging File format is used to trigger a message to one or more Customers or Patients, identified by the ccid field. Each row in the .csv file identifies a single ccid and trigger_id combination.

    Each row can specify a different trigger_id from a different journey.

    This file format can be sent via SFTP or Uploaded manually via the File Engine Jobs section in CX Builder.

    Data File Properties: Messaging

    Property

    Data Type

    Length

    Required

    Description

    ccid

    string

    100

    Yes

    The unique identifier of the Customer.

    trigger_id

    string

    100

    Yes

    The unique Trigger identifier that was the originating source of the event.

    asset_id

    string

    100

    No

    The asset_id can be used to override the default branding on the message.

    input_xxx

    string

    100

    No

    Input parameters to be used in the experience. Each input parameter is prefixed with "input_" followed by the input parameter name.

    • Custom input parameters are provided by the Client.
    • Zero or more input_ parameters can be specified.
    • Different input_ parameters can be specified on each row in the file.
    • The maximum length of each input_ parameter is 100 characters.

    client_message_tag

    string

    100

    No

    An optional, Client created, tag that was provided during the initial messaging/onboarding request.

    lb_name

    string

    255

    No

    Launched by name. If set, identifies the name of the user that triggered the notification.

    lb_source

    string

    255

    No

    Launched by source. If set, identifies the source system that triggered the notification.

    Sample File

    messaging-with-custom-fields
    191 Byte

    Rejection Files

    A rejection report will be posted for each input file provided to Relay.  The report will take on the name of the input file, with "REJECT-" appended to the front of the filename.

    • Files are posted to the SFTP pickup folder/sub-folder matching the file type.  See File Transmissions

    • File formats match the input file format with the addition of an Errors column at the beginning of the file that includes the reason a record was rejected

    Rejection Reasons:

    Error Message

    Description

    Ccid exceeds allowed length (100)

    The number of characters provided in this field exceeds the limit for the field

    Ccid contains whitespace

    There is whitespace detected in your CCID field and this is not accepted.  The whitespace should be removed in order to process the record.  Hint: If not immediately visible, check to see if there was a whitespace added to the end of the CCID

    Ccid not provided

    There was no value in the CCID field, and this is a required field

    Trigger id exceeds allowed length (100)

    The trigger ID is too long

    Note: The trigger ID can be found in the message builder within CX Builder

    Trigger id not provided

    The trigger ID is required but the field is blank

    Asset id exceeds allowed length (100)

    The number of characters provided in this field exceeds the limit for the field

    Client message tag exceeds allowed length (100)

    The number of characters provided in this field exceeds the limit for the field

    Customer id ccid not found

    The CCID was not found in Relay.  

    Note: A customer must be onboarded first before you can trigger messages.  Check to make sure the account was successfully onboarded in a previous step

    Customer id ccid deactivated

    The CCID was deactivated

    The journey with journey_id journey_id is archived

    The trigger ID is valid, but the experience was archived in CX Builder

    No journey found for trigger_id trigger_id

    The trigger ID provided is not associated with an experience in CX Builder

    Note: Check that the experience has been created in that environment, case sensitivity, and monitor for any extra spaces in the file or on the trigger ID in CX Builder

    Message must be under 5000 characters in length

    Message is too long

    Message contains disallowed html tag

    The message contains hidden html tags.  Navigate to the experience in CX Builder, re-paste the content into a plain text editor to remove additional html, re-paste into the experience and re-save.

    Duplicate message suppression is active

    Duplicate message suppression is based on unique values of CCID, trigger_id, dynamic parameters, and consent_type. When a second message is attempted within 15 minutes of the first message, and all of those values are the same, the message will be suppressed. The suppression is lifted after 15 minutes.  This logic will also be triggered if you attempt to send more 10 SMS messages to the same customer in a 10-minute window.

    Missing input parameters: param1, param2, …, paramN

    The message being launched has dynamic paramaters, no alternate message is setup, and no dynamic parameters have been provided.  

    Note: Check for case sensitivity, extra spaces, and ensure the naming convention matches

    No notification channels exist for this account

    The phone number provided was a non-mobile number and was not added to the account, therefore there are no phone numbers associated with that CCID to trigger a message

    No-consent

    The consent for that phone number is “stop” in Relay, so the message cannot be sent

    Channel-deactivated

    The phone number was deactivated from that CCID

    internal error

    The request timed out. Try re-processing the records

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