---
description: Learn how to use an automation to send messages to customers via SMS
---

# How To: Use Automation to Send 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.

<div align="left"><figure><img src="https://2572483209-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8vfRpZGqpk7N0egaXMQ8%2Fuploads%2FBu0CmDCvCBJqKFCnQrIs%2Fimage.png?alt=media&#x26;token=63b3bc2e-d8ef-4291-959a-b573578d67b7" alt="" width="563"><figcaption><p>New Automation dialog</p></figcaption></figure></div>

## 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.

<div align="left"><figure><img src="https://2572483209-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8vfRpZGqpk7N0egaXMQ8%2Fuploads%2Fx939k4vFabhQ2wtF7CaB%2Fimage.png?alt=media&#x26;token=832504b6-f67c-4667-8b89-95bbd5701761" alt="" width="563"><figcaption><p>Add Action dialog</p></figcaption></figure></div>

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

{% content-ref url="../../admin-tools/customer-engagement/sms-templates" %}
[sms-templates](../../admin-tools/customer-engagement/sms-templates)
{% endcontent-ref %}

