Workflow Action – Manual SMS

Overview #

The Manual SMS action allows you to create a task for a user to manually send an SMS to a contact. This is useful when you want a personalized message sent that requires human intervention. The task created will appear in the Conversations > Manual Actions tab.

Action Name #

Manual SMS

Action Description #

This action generates a manual task to send an SMS message to a specific contact. The task requires user intervention to finalise and send the message. Users can select a template, add custom values, include trigger links, and test the message before sending.

Action Details #

Field	Description	Mandatory
Action Name	Name of the action to identify it in the workflow.	Yes
Templates	Select an SMS template from the pre-defined templates available.	No
Message	The message body to be sent. This field supports custom values and trigger links.	Yes
Custom Values	Custom values available for personalising the message. Examples include contact name, appointment details, etc.	No
Add Attachment	Option to add attachments to the SMS message via URL.	No
Test Phone Number	A phone number to send a test SMS. Include country code.	No

How to Configure #

1. Select Template: Choose a pre-defined SMS template if applicable. This populates the message field with the template content.
2. Enter Message: Write the message you want to send. Use the custom values dropdown to insert placeholders for dynamic data (e.g., contact name, appointment details).
3. Add Attachment: If needed, add files by entering the URL.
4. Test SMS: Enter a phone number to test how the SMS will appear when received.

Custom Values and Trigger Links #

The Manual SMS action supports custom values as well as Trigger links in the body of the message. 
Such as joining a calendar community or filling out a custom form. These links are clickable and can direct the contact to specific actions.

Example #

• Trigger: When a lead fills out a form on the website.
• Action: Create a Manual SMS task for the assigned user to send a follow-up SMS.
• Message: “Hi {{Contact Name}}, thank you for filling out our form. Click here to schedule an appointment: [Calendar Link].”
• Test Phone Number: +11234567890 (for testing the SMS)

In this example, when a lead submits a form, a manual task is created to send a personalised SMS with a link to book an appointment. The message uses custom values to personalise the text and a trigger link for scheduling.