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SMS Integration

Set up automated text messaging to send helpful information, confirmations, and follow-ups to callers based on their conversation with your AI receptionist.

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What It Does

SMS Integration allows your AI receptionist to:
  • Send appointment confirmations and reminders via text
  • Share business information like addresses, hours, and contact details
  • Provide follow-up information after calls end
  • Send custom messages based on conversation topics
  • Deliver links, directions, and important documents via SMS

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When to Use

Essential For:
  • Appointment-based businesses needing confirmations
  • Service businesses sharing location details and directions
  • Restaurants sending menu links and reservation confirmations
  • Healthcare practices providing preparation instructions
  • Any business wanting to continue engagement after calls

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How to Configure

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Basic Setup

how to setup send sms during calls
  1. Navigate to Connections → SMS Integration
  2. Click Send Text Message
  3. Define when the SMS should be sent
  4. Create your message template
  5. Configure sending preferences

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SMS Template Components

send text message during calls Template Name: Clear identifier for the SMS scenario Send Scenario: When this SMS should be triggered Message Content: The text message to send Send Timing: When to send (immediately, after call, or ask first) Footer Text: Optional custom signature or business info

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Example SMS Templates

Appointment Confirmation: 
{
  "template_name": "Appointment Confirmation",
  "send_scenario": "caller books appointment successfully",
  "message_content": "Your appointment is confirmed for {date} at {time}. We're located at 123 Main St. Reply CANCEL to cancel or call us with questions.",
}
Business Information: 
{
  "template_name": "Location and Hours",
  "send_scenario": "caller asks for address or directions",
  "message_content": "We're located at 456 Oak Avenue, open Mon-Fri 9AM-6PM, Sat 10AM-4PM. Free parking available. Google Maps: https://maps.app.goo.gl/example",
  "send_timing": "ask_before_sending",
}
Service Information: 
{
  "template_name": "Service Details",
  "send_scenario": "caller inquires about specific services",
  "message_content": "Thanks for your interest in our {service_type}! Here's our service menu with pricing: www.example.com/services. Call us back anytime with questions.",
  "send_timing": "after_call_ends",
  "custom_footer": "- Professional Services Co."
}

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SMS Trigger Scenarios

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Common Trigger Types

Appointment-Related:
  • “Caller successfully books appointment”
  • “Caller reschedules existing appointment”
  • “Caller requests appointment availability”
Information Requests:
  • “Caller asks for business address or directions”
  • “Caller inquires about business hours”
  • “Caller requests service pricing information”
Service Inquiries:
  • “Caller shows interest in specific services”
  • “Caller requests consultation or quote”
  • “Caller asks about availability or scheduling”
Follow-up Triggers:
  • “Complex conversation requiring additional information”
  • “Caller unable to complete task during call”
  • “Customer service issue requiring follow-up”

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Message Templates

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Professional Message Examples

Appointment Confirmations: 
"Your appointment with Dr. Smith is confirmed for Tuesday, March 15th at 2:00 PM.
Please arrive 15 minutes early. Address: 123 Medical Plaza, Suite 200.
Questions? Call (555) 123-4567"
Business Information: 
"Thanks for calling! We're located at 789 Business Blvd, open Mon-Fri 8AM-5PM.
Free parking in rear. Our website: www.example.com
We look forward to serving you!"
Service Follow-up: 
"Great speaking with you! Here's the information about our home inspection services:
www.example.com/inspections
Includes full report within 24 hours. Ready to schedule? Call us back!"
Restaurant Reservations: 
"Table for {party_size} confirmed for {date} at {time}!
Location: 456 Foodie Street, Parking available.
View menu: www.restaurant.com/menu
See you soon!"

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Business Type Configurations

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Healthcare Practice

Appointment Confirmation: 
"Appointment confirmed: {appointment_date} at {appointment_time} with Dr. {doctor_name}.
Please bring ID and insurance card. Arrive 15 min early.
Prep instructions: [link if applicable]"

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Restaurant

Reservation Confirmation: 
"Table for {party_size} reserved for {date} at {time}!
Special requests noted: {special_requests}
Location: [address] | Menu: [website]"

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Professional Services

Consultation Follow-up: 
"Thanks for your interest in our {service_type} services!
We'll prepare a custom proposal and follow up within 24 hours.
Portfolio: [website] | Questions: [phone]"

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Retail/E-commerce

Product Information: 
"Thanks for asking about {product_name}!
Price: {price} | Availability: {availability}
Order online: [website] | Store hours: [hours]"

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SMS Best Practices

Message Length: Keep under 160 characters when possible Clear Value: Provide useful information, not just marketing Professional Tone: Match your business voice and brand Opt-out Option: Include way for customers to stop messages Variable Testing: Test all dynamic content works correctly SMS Integration extends your customer service beyond the phone call, providing lasting value and maintaining engagement with helpful, timely text messages.