What is after call SMS?

What is after call SMS?

Applies to: Admins/Owners
Outcome: Understand the feature, choose recipients (caller, user, or both), enable it with compliant templates, and verify delivery.
Time to complete: 5–10 minutes

What it is (plain-English)

After-Call SMS sends an automatic text message right after a call event (e.g., Connected, Missed, Voicemail).

  • To callers (customers): share a thank-you, contact info, next steps.
  • To users (agents): send a quick call summary (caller number, department, time).
Capacity note: This feature sends messages; it does not place calls or increase channels.

Prerequisites

  • Access: Admin rights to Communication/Automation and Billing.
  • Compliance: Active DLT registration with approved Header/Sender ID and templates.
  • Billing: Feature is chargeable. One-way = caller or user. Two-way = caller and user (usually higher cost).

Enable & configure (step-by-step)

  1. Open the module
    Dashboard → Communication/Automation → After-Call SMS → Custom
  2. Choose recipients
    • Caller (external), User (internal), or Both (Two-way).
  3. Attach DLT-approved template(s)
    • Use placeholders like , , , .
  4. Set conditions (when to send)
    • Connected / Missed / Voicemail + optional filters (Department/Queue, DID, User).
  5. Save.

Expected result: For calls that meet your conditions, exactly the selected recipient(s) receive one SMS.

Avoid duplicates (rule overlap & priority)

  • If multiple rules match the same call, only the highest-priority (topmost) rule fires; others are ignored.
  • 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; DLT template/header not mapped; invalid or DND-blocked number.
  • showed in SMS: Placeholder misspelled or data missing on call/user record.
  • Only caller or only user received SMS: You likely configured One-way; switch recipients to Both for Two-way.
  • Unexpected charges: Review One-way vs Two-way and your plan’s Feature details in Billing.

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