What are the different SMS parameters that can be added in an after call SMS template?

What are the different SMS parameters that can be added in an after call SMS template?

After-call SMS template parameters — full list, examples, and how to use them

Applies to: Admins/Owners configuring After-Call SMS (Custom).
Outcome: Insert dynamic placeholders in your SMS template, test them, and confirm messages populate correctly.
Time to complete: 5–10 minutes.

Prerequisites

  • Access: Permission to edit After-Call SMS (Custom) in the Dashboard.
  • Data availability: The fields below must exist on the call/user record; if a value is missing, the placeholder may render blank in the SMS.
  • Scope: Parameters work only in After-Call SMS templates (not general SMS senders).

Parameter catalog (copy-paste ready)

Placeholder

Pulls from

Description

Number settings

Your IVR / business number tied to the call.

Account profile

Your brand name configured in the account.

Call log

Caller’s phone number.

User profile

Name of the user/agent who received the call.

User profile

Email of the user/agent who received the call.

User profile

Mobile of the user/agent who received the call.

Call log

Timestamp of when the call occurred.

Routing/queues

Department or queue the caller was connected to.

Account profile

Your company’s legal/business name.

Tip: Use placeholders exactly as shown, including braces and lowercase.

Insert parameters into a template

  1. Go to Communication/Automation → After-Call SMS → Custom.
  2. Create or Edit a template.
  3. In the message body, type the placeholders (e.g., Hi …).
  4. Save the template and attach it to your rule (e.g., Missed/Connected → Department).
  5. Place a test call that meets the rule conditions and check the delivered SMS.

Copy-paste nav: Communication/Automation → After-Call SMS → Custom → Create/Edit → Save → Attach to rule

Success criteria: A test SMS arrives with placeholders replaced by actual values (e.g., +91…, agent name/department, time).

Testing tips & guardrails

  • Start with real but safe test data. Use a controllable number and a short call to trigger your rule.
  • Keep it concise. Long templates may split into multiple SMS parts; consider trimming variable sections.
  • Prefer generic fallbacks. If a field might be empty (e.g., department), rephrase to avoid awkward gaps:
    • Instead of: “… in .”
    • Use: “… in our team.”

Troubleshooting

  • Placeholders didn’t resolve (raw in SMS):
    • Check spelling/case; only the parameters listed above are supported.
    • Confirm you edited the After-Call SMS (Custom) template (not a different message type).
  • Blank values (e.g., missing department/agent):
    • Verify the routing actually connected to a department/user for that call.
    • Ensure the user record has name/email/number populated.
  • Wrong time shown:
    • Confirm the call met the rule you attached and you’re reading the correct test SMS for that call.
  • Template saved but no SMS sent:
    • Confirm your rule is enabled and top-priority for the scenario (see Rule Priority/Overlap).
    • Check billing/plan eligibility for After-Call SMS.

FAQ (quick answers)

Can I invent my own placeholder (e.g., )?
No—only the parameters listed above are supported. Unsupported tokens won’t resolve.

Can I use these tokens outside After-Call SMS?
They’re designed for After-Call SMS (Custom). Other modules may not support them.

What happens if a field is empty?
The SMS may show a blank value. Write templates that still read naturally if a field is missing.

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