Send SMS
Send SMS messages to any phone number during conversations for confirmations and follow-ups.
Flexible Messaging
Send texts to any number, not limited to the caller.
Dynamic Content
Include personalized information from the conversation.
Compliant Delivery
Built-in opt-out handling with STOP support.
Multi-Channel
Available for phone, chat, and widget interactions.
Overview
The Send SMS tool allows your AI agent to send text messages directly to members of your team. This feature enables real-time communication between your AI agent and your team, ensuring that important information is delivered instantly.
How to Use the Send SMS Tool
Configure the Tool
Example Scenario:
When someone needs to speak to a team member who's unavailable:
"If a caller asks for Joe and he's not available, take a message including their name and reason for calling, then send an SMS to Joe."
Add the Send SMS tool to your agent configuration:
- ✓Identify the Trigger: Recognize when a caller is asking for Joe
- ✓Collect Information: Gather the caller's name and reason for calling
- ✓Send SMS: Use the Send SMS tool to notify Joe with the collected details
Write Instructions for Your Agent
Provide clear instructions on when and how to send SMS messages:
Multiple Recipients
You can add multiple recipients to receive the same SMS notification. The agent will send the message to all listed recipients when the specified conditions are met.
AI Handles the Rest
Your AI agent will:
- ✓Format the message with the collected information
- ✓Send the message to the specified recipients
- ✓Handle opt-out requests with STOP support
Example format instruction:
"Send Joe a message saying: 'Call from [Caller Name] about [Reason]. They can be reached at [Phone Number].'"Best Practices
📌 Define Clear Triggers
Be specific about what prompts the SMS to be sent.
Example: "If a caller mentions 'urgent' or 'emergency', send an SMS to the on-call manager."📝 Collect Necessary Information
Ensure you instruct the agent to ask for all the details the recipient will need.
💬 Inform the Caller
Let the caller know their message will be forwarded to maintain transparency.
🧪 Test the Functionality
Before deploying, test the Send SMS tool to confirm it works as expected. Simulate calls and verify that messages are received by the intended recipients.
Use Cases
📨 Message Taking
When team members are unavailable, the agent can take messages and notify them via SMS.
"If someone calls for any team member, collect their details and send an SMS to the respective person."
🚨 Urgent Notifications
For time-sensitive matters, the agent can immediately alert the appropriate staff.
"If a customer reports a system outage, send an SMS to the technical lead."
💼 Sales Inquiries
Potential leads can be quickly passed to the sales team.
"When a caller expresses interest in our products, collect their contact information and send it to the sales manager via SMS."
🛠️ Service Requests
Service teams can be notified about new requests or appointments.
"If a customer needs support, gather their details and SMS the support team."
Technical Details
Supported Adapters
The Send SMS tool is available for:
Message Format
Messages sent via the Send SMS tool include:
- •The message content provided by the AI agent
- •Attribution showing it was sent on behalf of your organization
- •STOP instructions for compliance with messaging regulations
Duplicate Number Prevention
The system automatically prevents adding duplicate phone numbers to ensure each recipient receives only one message per notification event.
Additional Tips
Privacy Compliance
Ensure that all collected information and messages comply with data protection laws. Avoid sending sensitive personal information unless necessary and secure.
Message Clarity
Keep SMS content concise and actionable. Include essential details like the caller's name, contact information, and reason for the call.
Regular Updates
Keep team member contact details up to date within the tool configuration. Periodically review instructions to ensure they align with current processes.
Use with Other Tools
Combine the Send SMS tool with other actions, such as creating a CRM note or sending an email, for comprehensive follow-up.
Summary
By effectively utilizing the Send SMS tool, your AI agent can:
- ✓Enhance Responsiveness: Team members receive immediate notifications and can act promptly.
- ✓Improve Customer Satisfaction: Callers feel assured that their message is delivered to the right person.
- ✓Streamline Communication: Automate the information flow between customers and your team.
Implementing this tool is a straightforward way to bridge the gap between automated interactions and personalized customer service, ensuring that important messages never slip through the cracks.
Remember, the key to maximizing the benefits of the Send SMS tool lies in clear instructions and proper configuration. With these in place, your AI agent becomes a more powerful and integral part of your team's communication workflow.