> ## Documentation Index
> Fetch the complete documentation index at: https://docs.brilo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Send a text or email

> Have your Brilo agent send a confirmation, a link, or a follow up by text or email during or after a call.

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](/phone-numbers/register-your-business).
* For email: the Pro plan or above. See [Plans and what they include](/supported/plans).
* The wording you want sent. Write it before you start rather than during.

## Steps

<Steps>
  <Step title="Add the action">
    In your agent's **Actions** tab, add the action for sending a text or an email.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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

* [Book appointments](/actions/book-appointments) and confirm them with a message.
* [Turn on texting for your number](/channels/text-messages).
* [Send from your own email domain](/integrations/email/bring-your-own-domain) so replies come to you.
* [Schedule a callback](/actions/schedule-a-callback) instead when a message will not do.

## 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](/channels/my-messages-arent-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](/actions/an-action-didnt-run).

## FAQ

<AccordionGroup>
  <Accordion title="Can my agent text a caller during the call?">
    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.
  </Accordion>

  <Accordion title="Can it send a booking confirmation by email?">
    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](/integrations/email/bring-your-own-domain).
  </Accordion>

  <Accordion title="Can I change the wording it sends?">
    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.
  </Accordion>

  <Accordion title="Does the caller need to opt in first?">
    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](/compliance/calling-rules-you-should-know).
  </Accordion>

  <Accordion title="Can my agent send a message after the call ends?">
    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.
  </Accordion>

  <Accordion title="Can it attach a file?">
    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.
  </Accordion>

  <Accordion title="Why was the text never sent?">
    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.
  </Accordion>
</AccordionGroup>

## Related

* [Text messages](/channels/text-messages) for setting texting up
* [Email](/channels/email) for how your agent handles email
* [Book appointments](/actions/book-appointments), the most common thing to confirm
* [My messages are not sending](/channels/my-messages-arent-sending) when nothing arrives
* [Register your business](/phone-numbers/register-your-business) for US texting