Applies to: Admins/Owners
Outcome: Turn After-Call SMS on/off for callers and/or users, confirm delivery, and avoid duplicate sends.
Time: 3–6 minutes

Prerequisites

• Access: Admin rights to Communication/Automation and Billing.
• Compliance: DLT header (Sender ID) + approved templates available.
• Billing: Feature may be chargeable; Two-way (caller and user) typically costs more than One-way (either side).

Step-by-step

1. Open the module
   Dashboard → Communication/Automation → After-Call SMS
2. Edit feature status
   Click Edit (Feature Status).
3. Choose recipients
• Enable for Callers (external) — on/off
• Enable for Users (internal) — on/off
• If you enable both, that’s Two-way.
4. Select templates
   For each enabled recipient, pick the appropriate DLT-approved template(s).
5. Save
   Click Save to apply.

Verify

1. Trigger a test call (Connected/Missed/Voicemail) that meets your rule.
2. Confirm SMS on the intended phone(s): caller, user, or both.
3. In the dashboard, verify send status under Reports/Logs → SMS/After-Call SMS.

Avoid duplicates (overlap & priority)

• If multiple rules can fire, only the topmost (highest-priority) rule sends.
• Keep specific rules (e.g., Missed + Sales) above general catch-alls (e.g., Missed — All).
• Use a single catch-all at the bottom.

Troubleshooting

• No SMS sent: Rule disabled; conditions didn’t match; template not mapped; DLT header/template mismatch; invalid number/DND.
• Raw in SMS: Placeholder typo or missing data on user/call record.
• Only one side received SMS: You likely selected One-way; switch to both (Two-way).
• Unexpected charges: Review One-way vs Two-way and your plan’s pricing in Billing / Business Plan → Feature details.

Best practices

• Keep messages short, service-oriented, and free of sensitive data.
• Use department-specific templates for clarity.
• Pair with Follow-Up tasks so missed calls are actioned quickly.
• Review rule order monthly to prevent overlaps after new rules are added.