Messages can be sent automatically as part of an outcome.
When creating or editing either a global outcome or a project-specific one, you may select a message template associated with it. This example uses a Global outcome, which can be created or edited in the Global Settings page, Global outcomes subpage:
Within the outcome, there is a Message settings section. To choose a template to use, click the Message templates drop-down list.
This will automatically offer the agent this message to send when they select this outcome.
Optionally, click to tick the Automatic sending checkbox. This will send the message when this outcome is used without prompting the agent first.