🧐How To: Use Automation to Send SMS

Learn how to use an automation to send messages to customers via SMS

This guide will show you how to configure an automation to send an SMS to the customer when they enter the queue.

Creating the Automation

• Open the Automations tool.

• Select the unit and inbox where you wish to create the automation.

• Click New Automation

• Name the automation (e.g., "Send SMS when a customer enters queue").

• Select "Queued" as the trigger.

• Click Create.

New Automation dialog

Adding Actions

• Click Add Action to open the Add Action dialog.

• Select "Send SMS message".

• Select the desired SMS template from the dropdown.

• Click Save.

Add Action dialog

When a case is created (using the Agent Console, Kiosk, or Portal) and enters the queue in the inbox, an SMS message will be sent to the customer if the case record has a Contact Phone number.

See Also

⚒️SMS Templates