To whom I can send after call SMSs?

To whom I can send after call SMSs?

Applies to: Admins/Owners configuring After-Call SMS (Custom)
Outcome: Choose whether SMS goes to callers, internal users, or both, then verify delivery.
Time to complete: 5–10 minutes

Quick answer

  • External callers (your customers): Yes — for Connected, Missed, or Voicemail scenarios.
  • Internal users (your team/agent): Yes — send a summary/alert to the assigned user/department.
  • Both caller + user: Yes — configure Two-way (billable as such).

Prerequisites

  • Access: Admin permission for Communication/Automation → After-Call SMS.
  • Compliance: Active DLT registration + approved templates/sender IDs as per regulations.
  • Billing: After-Call SMS is chargeable; Two-way (caller + user) bills differently than One-way (either side).
  • Data: Ensure user mobile numbers are present in profiles; caller numbers must be valid/opt-in.

Configure who receives the SMS (step-by-step)

  1. Open After-Call SMS (Custom)
    Dashboard → Communication/Automation → After-Call SMS → Custom
  2. Create or Edit a rule
    • Name it (e.g., Missed — Support).
  3. Set Conditions
    • Direction: Incoming/Outgoing
    • Status: Connected / Missed / Voicemail
    • Filters: Department/Queue, DID, User, etc.
  4. Choose Recipients
    • Caller (external)
    • User/Agent (internal)
    • Both (caller + user) → Two-way billing applies
  5. Attach Template(s)
    • Pick the DLT-approved template(s).
    • Use placeholders (e.g., , , ).
  6. Save the rule.

Verify delivery (2-minute test)

  1. Trigger the scenario (e.g., make a Missed call to Support).
  2. Check your phone(s) for the SMS: caller, user, or both per your selection.
  3. In the Dashboard, review Reports/Logs for After-Call SMS status.

Success criteria: Exactly the intended recipient(s) receive SMS; template variables resolve with real values.

Overlap & priority (avoid duplicates)

  • If multiple rules match the same call, only the highest-priority (topmost) rule fires; others are ignored.
  • Keep specific rules above general ones (e.g., Missed + Sales above Missed + All).
  • Use a catch-all at the bottom if needed.

Troubleshooting

  • No SMS sent: Rule inactive; conditions didn’t match; DLT template not linked; phone number invalid/DND blocked.
  • Variables not replaced: Check placeholder spelling and that the data exists on user/call records.
  • Internal user didn’t get SMS: Ensure the user profile has a valid mobile number and that User or Both is selected.
  • Got only one of the two messages: You may have One-way configured; switch recipients to Both (Two-way).

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