SMS automation sends a message for you when a call ends, so a rep never has to remember the follow-up. It is configured per contact list, from the SMS automation dialog.
The two messages
Enable SMS Automation, then fill in either or both:
| Trigger | Typical use |
|---|---|
| When Call Connects | A thank-you with your name and a link. |
| When Call Doesn't Connect | A short "sorry we missed you, call back any time". |
You must provide at least one script to enable automation.
The defaults show the shape:
- Hi {{name}}, great speaking with you today!
- Hi {{name}}, sadly we couldn't connect, call back anytime.
Variables
{{name}} is replaced with the contact's name. Write the message so it still
reads properly if the name is missing or oddly capitalised — imported data is
rarely clean.
Where it can go wrong
The not-connected message goes to everyone you failed to reach. At three parallel lines on a cold list that is a lot of people who have never heard of you receiving a text about a call they do not remember. Either make that message explain who you are, or leave it empty and only text people you spoke to.
Compliance applies. These are automated application-to-person messages. Everything in Send and receive SMS about registration and opt-outs applies more strongly here, because the volume is higher and no human reads it before it goes.
The feature can be unavailable. If the dialog shows "Automated SMS is temporarily unavailable", the messaging service is not reachable — the calls still run, the texts do not.
Test it on yourself first
Put your own mobile in a one-contact list, enable automation, and run a session of one. It takes a minute and it is the only way to see what the message actually looks like on a phone.