Send SMS

This action is used to send an SMS during a phone call. You can send to the caller’s number or a different number. Agents can also receive SMS during an active call and understand the content, including text, images, audio, and video.

Note

• This tool only works for phone numbers that have been assigned to a Messaging Service on Twilio.
• By default, the sender’s number is set to the agent’s linked phone number

1. On the Agent Edit screen, navigate the Actions section on the right-hand side
2. Select the Send SMS from the Action dropdown button

3. Define the Action Description
4. Configure the SMS content by choosing the type:
   • Prompt: instruct agent what to be included in the SMS message
   • Static Sentence: a fixed content
5. Click Add Action button to finish
6. Update the prompt to include a specific instruction when or how the agent should take the action