Skip to main content
Your agent can send a message as part of a call: a booking confirmation, a payment link, directions, or a follow up after the conversation ends. Texts need a number with texting switched on. Email needs the Pro plan or above.

​
Before you start

  • For texts: a number with texting enabled, and in the US, business registration completed. See Register your business.
  • For email: the Pro plan or above. See Plans and what they include.
  • The wording you want sent. Write it before you start rather than during.

​
Steps

1

Add the action

In your agent’s Actions tab, add the action for sending a text or an email.
2

Write the message

Write what gets sent, keeping the caller’s own details out of it except where you need them. Short messages read better on a phone, and a confirmation is usually one sentence plus the detail that matters.
3

Choose when it sends

An action can run during the call, so the caller can confirm they received it, or after the call ends, so the caller never waits. Confirmations are usually better during the call, follow ups after it.
4

Tell your agent when to use it

In the Prompt tab, say when to send, for example after booking an appointment or when a caller asks for a price list. Without that, the action may never run.
5

Send one to yourself

Call your agent, trigger the message, and read it on your own phone. Wording that looks fine in a text box often reads differently in a message.

​
You will know it worked when

  • The message arrives on your own phone or in your inbox during the test call.
  • The caller can confirm they got it before the call ends, if you set it to send during the call.
  • The call record shows the action ran.

​
What to send, and what not to

Good uses: booking confirmations, payment links, directions, a price list, a link to a form, a “we tried to reach you” note. Avoid: anything long, anything you would not want screenshotted, and anything containing another customer’s details. Also avoid sending several messages in one call. It reads as spam and the second one rarely helps.

​
What else you can do here

​
If it did not work

No text arrived. In the US the number must be registered for business messaging first, and until it is, messages are not delivered. See My messages are not sending. No email arrived. Check your plan, since email needs Pro or above, and then your monthly email allowance. The message went but says the wrong thing. The wording is in the action rather than in your agent’s instructions, so edit it there. Anything else: An action did not run.

​
FAQ

Yes. Add the action, write the message, and set it to run during the call so the caller can confirm they received it before hanging up. That is the best moment to send a payment link or a confirmation.
Yes, on Pro and above. Sending from your own domain is worth setting up at the same time, so replies reach you and the message is less likely to be filtered. See Bring your own domain.
Yes, and the wording lives in the action rather than in your agent’s instructions. Keep it short: a confirmation is usually one sentence plus the time or the link.
Messaging rules vary by country and by what you are sending. A caller who asked you to text them a confirmation is different from a marketing message to a list. See Calling rules you should know.
Yes. An action can run once the call has finished, so the caller never waits for it. Follow ups belong there, while confirmations are better sent during the call.
Send a link rather than an attachment. A link works on both text and email, is easier for the recipient to open on a phone, and does not get stripped by mail filters.
The two usual causes are a US number that is not registered for business messaging, and instructions that never told your agent to send. Check the call record to see whether the action was attempted at all.