Send SMS Action in Workflows

What Is the Send SMS Action?

The Send SMS action is a feature within your CRM that lets you automatically send personalized text messages to contacts as part of a workflow. By using this tool, you can ensure timely and relevant communication, such as reminders, updates, or promotional messages, triggered by specific events or schedules. You can customize messages with dynamic details like a contact’s name or include links to online resources.

When to Use the Send SMS Action

This action is ideal for situations where direct, immediate communication is key. Common use cases include:

• Appointment reminders to reduce no-shows
• Promotional campaigns to share special offers
• Order or shipping updates to keep customers informed
• Event notifications about changes or important details

How to Set Up the Send SMS Action

Step 1: Add the Action to Your Workflow

In the workflow editor, drag and drop the Send SMS action into your workflow after a trigger or condition.

Step 2: Name Your Action

Give the action a clear, descriptive name so you can easily identify its purpose later.

Step 3: Write Your Message

Compose your SMS text, using available dynamic fields (like {{contact.first_name}}) to personalize the content. You can also choose from pre-made templates if offered.

Step 4: Add an Attachment (Optional)

Include a URL linking to a file, such as a map, document, or ticket, since SMS messages don’t support direct file attachments.

Step 5: Test Your Message

Use the test phone number field to send a sample message and verify that it looks and works as intended.

Step 6: Save and Test the Workflow

Save your workflow and run a test with sample data to ensure the SMS sends correctly when triggered.

Real-Life Example: Appointment Reminders

To minimize missed appointments, set up a workflow with these steps:

1. Trigger: When a contact schedules an appointment.
2. Wait: Delay until 24 hours before the appointment.
3. Send SMS: Remind the contact about their upcoming appointment. For example: Hi {{contact.first_name}}, this is a reminder for your appointment tomorrow at {{appointment.start_time}}. We look forward to seeing you!
4. Wait: Delay until one hour before the appointment.
5. Send SMS: Send a final reminder. For example: Hi {{contact.first_name}}, your appointment is in one hour at {{appointment.start_time}}. See you soon!

Frequently Asked Questions

Can I personalize SMS messages?

Yes. Dynamic fields let you insert contact-specific information, such as names or appointment times, into your messages.

Can I include links or attachments?

Yes. While you can’t attach files directly, you can include URLs that point to online resources like documents or maps.

Can I test an SMS before the workflow goes live?

Yes. Use the test phone number field to preview and send a sample message to ensure everything works as expected.

When is the SMS sent in the workflow?

The message is sent when the workflow reaches the Send SMS action, following any triggers, conditions, or wait steps you’ve set up earlier.