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Sending Messages

Learn how your AI assistant sends SMS messages to customers.

Overview​

Your assistant can send messages:

  • After call completion
  • As booking confirmations
  • For appointment reminders
  • As follow-ups
  • In response to inbound SMS

Automatic Message Sending​

Trigger-Based Messages​

Configure in assistant instructions:

After call ends:

When call completes successfully, send SMS:
"Thanks for calling [Business]! [Summary of call].
Questions? Reply or call back. - [Business]"

After booking:

After booking appointment, send confirmation SMS:
"Appointment confirmed: [Service] on [Date] at [Time].
Total: $[Amount]. See you then! - [Business]"

Appointment reminders:

Send reminder 24 hours before appointment:
"Reminder: Tomorrow at [Time] - [Service] appointment.
Reply CONFIRM or call to reschedule. - [Business]"

Message Variables​

Dynamic Content​

Use variables in messages:

  • [Date] - Appointment date
  • [Time] - Appointment time
  • [Service] - Service name
  • [Business] - Your business name
  • [Amount] - Cost/price
  • [CustomerName] - Customer's name
  • [Phone] - Your phone number

Example:

Hi [CustomerName]! Your [Service] is set for [Date] at [Time].
Cost: $[Amount]. Call [Phone] with questions. - [Business]

Message Format​

Best Practices​

Keep messages concise:

  • Under 160 characters ideal
  • Longer messages split into segments
  • Each segment costs separately

Include required elements:

  • Business name
  • Clear purpose
  • Opt-out option (marketing)
  • Contact info

Example formats:

Confirmation:

Appointment confirmed: Haircut on Jan 15 at 2pm.
Total: $45. Reply CANCEL to cancel. - Style Studio

Reminder:

Reminder: Tomorrow 2pm - Haircut appointment.
Reply CONFIRM or call 555-0100. - Style Studio

Sending Manual Messages​

One-Time Messages​

Send manual message:

  1. Go to Analytics → Messages
  2. Click "Send Message"
  3. Enter phone number
  4. Type message
  5. Click "Send"

Use for:

  • Follow-ups
  • Special announcements
  • Individual customer contact
  • Testing

Delivery Status​

Track Message Delivery​

Message statuses:

  • Delivered: Successfully sent
  • Pending: Awaiting delivery
  • Failed: Delivery failed

Check status:

  1. Go to Analytics → Messages
  2. Find message
  3. See status badge
  4. Click for details

Failed Messages​

Common Failure Reasons​

Invalid number:

  • Number doesn't exist
  • Wrong format
  • Recently disconnected

Carrier blocked:

  • Message flagged as spam
  • Carrier restrictions
  • Content issues

Landline:

  • Can't send to landlines
  • Need mobile number

See: Troubleshooting

Message Limits​

Plan Limits​

Monthly SMS included:

  • Starter: 500 messages
  • Professional: 2,000 messages
  • Business: 10,000 messages
  • Enterprise: Custom

Overages:

  • $0.01 per message over limit
  • $20/month maximum overage

View usage:

  • Go to Billing → Usage
  • Track messages sent
  • Monitor remaining balance

Best Practices​

1. Timing matters

  • Send during business hours (9am-8pm)
  • Respect time zones
  • Avoid early morning/late night

2. Be concise

  • Get to the point quickly
  • Include only essential info
  • Use abbreviations sparingly

3. Clear call-to-action

  • What should recipient do?
  • How to respond?
  • Include contact info

4. Professional tone

  • Friendly but professional
  • No slang or emojis (unless brand-appropriate)
  • Proofread templates