Short answer: SMS Notification sends automatic texts to your users/agents and/or to callers after specific call events (answered, missed, voicemail, disposition). You can enable it, choose triggers, customize templates with variables, and track delivery.

What it can send {#capabilities}

To Users (your team):

• Caller number, department/queue, date & time, call outcome, recording link (if enabled).

To Callers (customers):

• Thank-you/summary, missed-call acknowledgement, voicemail confirmation, callback/CSAT links.

Prerequisites {#prereqs}

• SMS add-on/credit or wallet balance available.
• Sender ID/route approved for your region (e.g., DLT registration in India).
• Role permission to edit Notifications.
• (Optional) Webhook/API endpoint if you’ll log delivery receipts externally.

Enable & configure (UI steps) {#setup}

1. Go to Dashboard → Settings → Notifications → SMS.
2. Toggle SMS to Users and/or SMS to Callers.
3. Select triggers (e.g., Inbound answered, Missed call, Voicemail left, Agent disposition set).
4. Choose departments/queues the rule applies to.
5. Pick Sender ID/route and language/Unicode if needed.
6. Click Edit Template, add variables (see below), then Save and Enable.

Expected result: New calls matching your triggers generate SMS events visible in Notifications Log (status: queued/sent/failed).

Test & verify delivery {#verify}

1. Place a test call that matches a selected trigger.
2. Open Reports → Notifications Log and confirm Delivered with timestamp.
3. (If enabled) check delivery receipts webhooks in your system logs.
4. Validate message content and links on an actual handset.

Pricing & billing {#pricing}

• Charge applies per SMS segment (to users and to callers).
• Long/Unicode messages may split into multiple segments.
• Rates differ by country/route/sender type; see Billing → Plans & Rates in your dashboard.

Edge cases & compliance {#edges}

• DND/opt-out: Respect local rules; include opt-out text (e.g., “Reply STOP”).
• Unicode/emoji: May reduce characters per segment → higher cost.
• Sender limits: Some regions require pre-approved headers; unapproved sender IDs may fail.
• Rate limits: Large bursts can be throttled; schedule or stagger high-volume sends.
• Privacy: Don’t include sensitive data in SMS (PII beyond necessity, card details, OTPs unless intended).

Troubleshooting {#troubleshoot}

• SMS not sent: Check trigger scope (queue/department), wallet balance, and that the toggle is Enabled.
• Failed delivery: Verify number format (E.164), DND status, and sender ID approval.
• Wrong content: Confirm you saved the latest template and variables resolve in preview.
• Duplicate texts: Ensure you don’t have overlapping rules for the same trigger.