SMS after the call
After the conversation, automatically send an SMS to the caller or to you, with consent, a condition and variables from the conversation.
With the SMS after the call, the caller gets important details in writing: an address, a link, a confirmation. Or you get a short message yourself as soon as a certain call comes in. Once you've set it up, the SMS goes out after the conversation.
Setting up the SMS
- Open your agent and switch to the Tools tab.
- Under Automation, click Add and choose SMS.
- Choose the Recipient type: Dynamic (caller number) or Fixed number.
- Optional: switch on Opt-in required so that the SMS only goes out if the caller agreed.
- Optionally enter a Company name. It appears as the heading of the message.
- Write the SMS Content and insert variables.
- Optional: enter a Condition.
- Check everything with Send test SMS and save.
Sender and length
All SMS show BHOMY AI as the sender. Your company name appears as the heading in the text so that the recipient knows who the message is from.
An SMS holds 160 characters. Longer messages are sent as several SMS. The dashboard counts the characters as you type.
The caller's consent
With Opt-in required, the agent asks during the conversation whether the caller would like an SMS. It only goes out if they say yes. We recommend this switch for every SMS to callers.
Variables
With {{variable}} you insert values from the conversation, for example:
Thank you for your call, {{name}}. Your appointment: {{termin_datum}} at {{termin_uhrzeit}}.
Address: Musterweg 12, Hamburg. If you have any questions, you can reach us on this number.
You can use system values, the variables captured by the Context Extractor and your own variables. Long values such as the summary quickly turn an SMS into several. For those, the email is the better choice.
Condition
With a Condition, the SMS only goes out if it applied in the conversation, for example "The caller was promised additional information." Without a condition, it goes out after every conversation.
Things to keep in mind
| Point | Note |
|---|---|
| Mobile numbers only | SMS don't reach landline numbers. If someone calls from a landline, have the agent ask for a mobile number |
| Call forwarding | With forwarding via a phone system, the original caller's number must be kept, otherwise the SMS goes to your own number |
| Appointment confirmations | The confirmation of a booked appointment is sent by the calendar tool, see Booking appointments |
| Log | Every SMS appears in the call history under Logs with Sent or Failed |
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