Send SMS

The Send SMS tool allows your AI agent to send text messages directly to members of your team. This feature is particularly useful for:

• Immediate Notifications: Receive instant alerts about important calls or messages.
• Efficient Communication: Ensure team members are promptly informed about customer inquiries or urgent matters.
• Automated Workflows: Streamline the process of collecting and distributing information without manual intervention.

How to Use the Send SMS Tool

Step 1: Write Clear Instructions

Provide your AI agent with specific instructions on when and how to use the Send SMS tool. For example:

• Scenario: When someone asks for a specific team member.

  Instruction: "When someone asks for Joe, collect their name and reason for the call, then send this information to Joe via SMS."

This tells the agent to:

1. Identify the Trigger: Recognize when a caller is asking for Joe.
2. Collect Information: Gather the caller's name and the reason for their call.
3. Send SMS: Use the Send SMS tool to notify Joe with the collected details.

Step 2: Configure the Send SMS Tool

• Add Recipient Details:

  • Name: Enter the team member's name (e.g., Joe).
  • Phone Number: Input Joe's mobile phone number where the SMS should be sent.

• Multiple Recipients:

  • If you need to notify more than one person, you can add multiple names and phone numbers.
  • The agent will send the SMS to all listed recipients when the specified conditions are met.

Step 3: Customize the Message Content (Optional)

The agent typically sends a standard message including the caller's name and reason for the call. You can instruct the agent to send the message content in a certain format.

For example: Use this format for message: New inquiry from phone call from Name Of Caller. The message is: "Message goes here"

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.

• 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.
  • Instruction: "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.
  • Instruction: "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.
  • Instruction: "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.
  • Instruction: "If a customer needs support, gather their details and SMS the support team."

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. You can visit the Tool Usage guide for a brief overview of all the tools.

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.