Send SMS Message
The Send SMS Message action sends text messages to phone numbers using your Twilio integration. Use this for appointment reminders, urgent notifications, and time-sensitive communications.
Prerequisites
SMS messaging requires Twilio integration:
- Twilio account with SMS capabilities
- Connected in Settings > Integrations > Twilio
- Valid phone number field on records
- SMS credits or Twilio billing configured
The SMS action only appears in the action menu if Twilio integration is enabled and connected.
Configuration
- Select Send SMS Message as the action type
- Choose the Recipient Type
- Configure the recipient
- Enter the Message Body
- Use tokens for personalization
Recipient Types
Field on Record
Send to a phone number stored in a field:
- Select a phone-type field from the dropdown
- SMS goes to the number in that field
- Most common option for customer communications
Example:
Field: Mobile Phone (SMS goes to the customer's mobile number)
Specific Number
Enter a fixed phone number:
- Type the phone number directly
- Include country code (e.g., +1 for US)
- Good for fixed alert numbers
Example:
Number: +1-555-123-4567
Message Content
Character Limits
- Standard SMS: 160 characters
- Longer messages split into multiple parts
- Each part counts as a separate SMS
Best Practices
- Keep messages under 160 characters
- Be concise and actionable
- Include essential information only
- Use tokens for personalization
Example Messages
Insert tokens via right-click to personalize messages.
Appointment Reminder (example result):
Reminder: Your appointment is tomorrow at 2:00 PM. Reply CONFIRM to confirm or call us to reschedule.
Status Update (example result):
Your project Smith Renovation has moved to In Production. Questions? Call 555-1234.
Urgent Alert (example result):
Action required: Please call Jane Doe at 555-5678 regarding your account.
Use Cases
Appointment Reminders
Send reminders before scheduled appointments:
Message:
"Reminder: Your appointment is tomorrow at [Appointment Time]. Reply CONFIRM to confirm."
(Insert the Appointment Time token via right-click)
Confirmation Messages
Confirm actions or changes:
Message:
"Thank you! Your contract has been received. Your project manager will contact you within 24 hours."
Urgent Notifications
Alert customers to time-sensitive information:
Message:
"Urgent: Please contact us at 555-1234 regarding your account. This requires immediate attention."
Multi-Channel Sequences
Combine SMS with email for important communications:
Example Workflow
Appointment reminder sequence:
Phone Number Formatting
Supported Formats
Twilio accepts various formats:
- +1-555-123-4567
- +15551234567
- (555) 123-4567 (for US with configured country)
Best Practices
- Store numbers with country codes
- Use consistent formatting in your system
- Validate phone numbers before saving
Cost Considerations
SMS messages incur costs:
- Each message segment is billed
- International messages cost more
- Monitor usage in Twilio dashboard
- Consider message necessity
Message Segments
| Character Count | Segments |
|---|---|
| 1-160 | 1 |
| 161-306 | 2 |
| 307-459 | 3 |
Troubleshooting
SMS Not Sent
- Verify Twilio integration is connected
- Check phone number field has a value
- Confirm number is in valid format
- Review Twilio logs for delivery status
Delivery Failed
- Invalid phone number format
- Number not SMS-capable (landline)
- Carrier blocking
- Twilio account issues
Wrong Number
- Verify correct phone field selected
- Check if field has expected value
- Confirm field is phone type
Message Truncated
- Check message length
- Keep under 160 characters
- Remove unnecessary content
- Use abbreviations when appropriate
Compliance
Opt-In Requirements
Ensure recipients have opted in to receive SMS:
- Document consent
- Honor opt-out requests
- Include opt-out instructions when required
Message Content
Follow SMS marketing guidelines:
- Identify your company
- Keep content relevant
- Avoid spam-like content
- Respect time zones