What is after call SMS?

What is after call SMS?

After-Call SMS automatically texts a caller the moment a voice call ends. Typical uses: confirmation (“Your ticket #123 is logged”), next-step links, feedback surveys, or promo codes—no agent clicks required.

Table of contents

  1. How After-Call SMS works
  2. Why use it? (Top benefits)
  3. Typical use-cases
  4. Step-by-step setup in the portal
  5. Reporting & analytics
  6. Troubleshooting & limits
  7. FAQ

1 · How After-Call SMS works

Step

Behind the scenes

1. Call ends

PBX triggers a call-completed webhook.

2. Rule match

Automation engine checks: call tag = Support or queue = Sales.

3. Template merge

Pre-approved SMS template fills merge-tags (e.g., ).

4. Dispatch

Gateway sends the text within ≈ 2 s.

5. Log

Outbound SMS + delivery receipt appear in Reports → SMS Logs.

2 · Why use it?

  • Better CX – customers leave the call with a written record.
  • Higher engagement – link to self-help docs; reply for feedback.
  • Agent efficiency – no manual follow-up needed.
  • Audit trail – SMS log + Call log = complete interaction history.

3 · Typical use-cases

Industry

SMS example

E-commerce

“Hi , your return ticket #is created. Track it 👉 ”

Healthcare

“Appt confirmed for 14 Aug 10 a.m. Reply C to cancel.”

Banking

“Your loan query ref is assigned. Expect a call in 24 h.”

Logistics

“Delivery attempt missed. Reschedule here: ”

4 · Step-by-step setup in MyOperator

#

Action

UI cue / tip

1

Sign in

https://panel.myoperator.com

2

Automation → Rules → + New Rule

3

Trigger = Call completed

Scope: queue/number/tag

4

Condition (opt.)

e.g., Call duration > 60 s

5

Action = Send SMS

Choose template or write ≤ 160 chars

6

Merge tags

, , etc.

7

Save & Enable rule

Status turns Active

8

Test call → check SMS

Verify in Reports → SMS Logs

5 · Reporting & analytics

  • Delivery rate / failures – filter by rule name.
  • CTR – auto-shortened links track clicks.
  • Sentiment – tag replies with Positive / Negative.
  • Export – CSV / JSON for audits.

6 · Troubleshooting & limits

Symptom

Cause

Fix

SMS not sent

Rule disabled or no template

Check rule status; pick template

Split into 2 parts

> 160 GSM chars / emoji

Shorten copy; remove emoji

High failure rate

DND numbers

Enable transactional route or ask customer opt-in

7 · FAQ

Q: Does After-Call SMS cost extra credits?
A: It uses one normal outbound credit per message.

Q: Can the customer reply?
A: Yes—enable 2-Way on the sender ID to capture responses.

Q: How fast is the send?
A: Usually < 3 seconds after the call drops.

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