BuildActions

Send SMS

Enable your agent to send text messages during calls

Send SMS actions enable your AI agent to automatically send text messages to customers after phone conversations. This is useful for sending confirmation codes, appointment details, links, or follow-up information.

Twilio Required: SMS actions are only available when using Synthflow’s Twilio integration or your own Twilio account. Other telephony providers do not support SMS functionality.

Overview

SMS actions are reusable components that you create once and can attach to multiple agents. Each SMS action defines the message content and the conditions under which it should be sent during a call.

Common use cases include:

  • Sending appointment confirmations with date and time
  • Sharing links to resources or booking pages
  • Providing verification codes or reference numbers
  • Sending follow-up information after a call
  • Delivering promotional offers or discounts

Create an SMS Action

1

Navigate to Actions in the left-hand sidebar.

2

Select Send SMS from the action types.

3

Click Create to begin configuring your new SMS action.

4

Enter the SMS message content you want to send.

5

Describe the trigger condition that determines when the SMS should be sent. Be specific about the circumstances that should activate this action.

Example conditions:

  • “When the customer confirms they’re interested in the offer”
  • “After scheduling an appointment”
  • “When the customer requests more information”
  • “If the customer agrees to receive promotional messages”
6

Click Save to create the SMS action.

Attach to an Agent

Once created, attach the SMS action to your agent so it can send messages during calls.

1

Navigate to Agents in the left-hand sidebar.

2

Open the agent you want to configure by clicking on it.

3

Go to the Actions tab within your agent.

4

Under Send SMS, click Add and select your SMS action from the dropdown.

Your agent will now send the configured SMS message when the specified conditions are met during a call.

Best Practices

  • Keep messages concise: SMS has a 128-character limit per message; longer messages may be split
  • Be clear about sender: Include your business name so recipients know who sent the message
  • Test thoroughly: Make test calls to verify messages are sent correctly and at the right time
  • Check timing: Ensure messages are sent at appropriate times during the conversation

FAQ

Failed SMS attempts are logged in your call details. You can review these in your call logs to identify and troubleshoot any delivery issues.

Yes, standard SMS messages are limited to 128 characters. Messages longer than this will be split into multiple SMS segments, which may incur additional charges from Twilio.

SMS delivery status is included in your call logs and can also be tracked through your Twilio dashboard. You can view delivery status, timing, and any errors that occurred.