Workflow Action: Send SMS

What Is the “Send SMS” Action?

The Send SMS action is a powerful tool that allows you to send personalized text messages as part of an automated workflow in Captivation Hub. This feature helps ensure timely communication by triggering messages based on specific conditions, workflow triggers, or scheduled events. You can also customize the SMS content using dynamic fields, such as the contact’s name, and include attachments by linking to a URL when needed.

When should you use the Send SMS action?

The Send SMS action is ideal for situations where timely and targeted communication matters, including:

Appointment reminders: Help reduce no-shows by automatically sending reminder messages.

Promotional campaigns: Notify customers about special offers directly on their phones.

Order updates: Keep customers informed when an order has shipped or reached another milestone.

Event notifications: Alert attendees about schedule changes, updates, or cancellations.

Step by step: Configuring the Send SMS action

Step 1: Add the Send SMS action

1. Open the workflow editor.
   You can either create a new workflow or open an existing workflow if you are reviewing how the action works.

   
   

    2.    Drag and drop the “Send SMS” action into the workflow after the desired trigger or condition.

Step 2: Name the Action

    •    Assign a descriptive name, like “Appointment Reminder SMS,” to identify it easily in your workflow.

Step 3: Compose the Message

    •    Message: Write the content of your SMS. Use dynamic fields like {{contact.first_name}} for personalization.

    •    Templates: Select pre-designed templates, if available, to save time.

Step 4: Add Attachments (Optional)

    •    Attach files or resources using URLs (e.g., maps, tickets, or instructions).

Step 5: Test the SMS

    •    Use the “Test Phone Number” field to preview and test the message.

Step 6: Save and Test the Workflow

    •    Save the workflow and ensure the SMS triggers as expected by testing with sample data.

Real-Life Example of the “Send SMS” Action

Multi-Stage Appointment Reminder

Scenario: Reduce appointment no-shows with reminders.

Workflow:
 

    1.    Trigger: Customer booked an appointment

    2.    Action 1: Wait 24 hours before the appointment.

    3.    Action 2: Send reminder SMS 24 hours in advance.

    •    Message:

Hi {{contact.first_name}}, this is a reminder for your appointment tomorrow at {{appointment.start_time}}. Looking forward to seeing you!

    4.    Action 3: Wait 1 hour before the appointment.

    5.    Action 4: Send another SMS reminder 1 hour before the appointment.

    •    Message:

Hi {{contact.first_name}}, your appointment is in an hour at {{appointment.start_time}}. See you soon!

Frequently Asked Questions

Q: Can I personalize SMS messages sent through the Send SMS action?

Yes. The Send SMS action supports dynamic fields, which allow you to personalize messages using contact details and appointment information such as the contact’s first name, appointment time, or custom fields. This helps make your messages more relevant and engaging.

Q: Is it possible to include links or attachments in SMS messages?

Yes. While SMS messages do not support direct file attachments, you can include URLs that link to files, documents, maps, tickets, or other online resources.

Q: Can I test an SMS before activating the workflow?

Yes. The Send SMS action includes a Test Phone Number field that allows you to preview and send a test message before enabling the workflow. This helps confirm that the content and personalization appear as expected.

Q: When does the SMS get sent in a workflow?

The SMS is sent when the workflow reaches the Send SMS action, based on the triggers, conditions, and wait steps configured earlier in the workflow. This gives you precise control over message timing and delivery.