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  • How To Guides
    • Agent Tasks
      • 🧐How to unlock a case processed by another user
    • Admin Tasks
      • 🧐How To: Compensate For No-shows
      • 🧐How To: Reference Data Records from Cases
      • 🧐How To: Configure a Phone Call Meeting
      • 🧐How To: Set Up a Kiosk Ticket Printer
      • 🧐How To: Configure SendGrid as an Email Provider
      • 🧐How To: Configure Mandrill as an Email Provider
      • 🧐How To: Use Google Fonts in Themes
    • Automations
      • 🧐How To: Use Automation to Send SMS
      • 🧐How To: Use Automation to Move a Case to Another Inbox
    • In-Branch Operations
      • 🧐How To: Use the Kiosk Client App
      • 🧐How To: Connect a Digital Sign
    • Kiosks
      • 🧐How To: Configure Accessible Kiosk with IVR
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On this page
  • Creating the Automation
  • Adding Actions
  • See Also
  1. How To Guides
  2. Automations

How To: Use Automation to Send SMS

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

PreviousAutomationsNextHow To: Use Automation to Move a Case to Another Inbox

Last updated 1 year ago

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.

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.

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
New Automation dialog
Add Action dialog