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Workflow Action: Send SMS

The Send SMS action in Stack lets you communicate directly with your contacts via text messages. This guide walks you through setting up the action and explores how it can enhance your communication strategies, such as appointment reminders and promotional campaigns.

Table of Contents​

  1. What Is the "Send SMS" Action?
  2. When Should You Use the "Send SMS" Action?
  3. Step-by-Step: Configuring the "Send SMS" Action
  4. Real-Life Examples of the "Send SMS" Action

What Is the "Send SMS" Action?​

The Send SMS action is a versatile tool that allows you to send personalized text messages as part of an automated workflow. This feature ensures timely communication by triggering messages based on specific conditions, triggers, or schedules. You can customize SMS content with dynamic fields like contact names and even include attachments via URLs for enhanced communication.

When Should You Use the "Send SMS" Action?​

The Send SMS action is ideal for scenarios that require timely and targeted communication, such as:

  • Appointment Reminders: Minimize no-shows with automated reminders.
  • Promotional Campaigns: Inform customers about offers directly on their phones.
  • Order Updates: Notify customers when their orders are shipped.
  • Event Notifications: Update attendees about changes or cancellations.

Step-by-Step: Configuring the "Send SMS" Action​

Step 1: Add the "Send SMS" Action​

  1. Open the workflow editor. You can create a new workflow or select an existing one.
  2. Drag and drop the Send SMS action into the workflow after the desired trigger or condition.

Step 2: Name the Action​

  • Assign a descriptive name, like "Appointment Reminder SMS," to easily identify it in your workflow.

Step 3: Compose the Message​

  • Message: Write the content of your SMS. Use dynamic fields like {{contact.first_name}} for personalization.
  • Templates: Select pre-designed templates, if available, to save time.

Step 4: Add Attachments (Optional)​

  • Attach files or resources using URLs (e.g., maps, tickets, or instructions).

Step 5: Test the SMS​

  • Use the Test Phone Number field to preview and test the message.

Step 6: Save and Test the Workflow​

  • Save the workflow and ensure the SMS triggers as expected by testing with sample data.

Real-Life Examples of the "Send SMS" Action​

Multi-Stage Appointment Reminder​

Scenario: Reduce appointment no-shows with reminders.

Workflow:

  1. Trigger: Customer booked an appointment.
  2. Action 1: Wait 24 hours before the appointment.
  3. Action 2: Send reminder SMS 24 hours in advance.
    • Message: Hi {{contact.first_name}}, this is a reminder for your appointment tomorrow at {{appointment.start_time}}. Looking forward to seeing you!
  4. Action 3: Wait 1 hour before the appointment.
  5. Action 4: Send another SMS reminder 1 hour before the appointment.
    • Message: Hi {{contact.first_name}}, your appointment is in an hour at {{appointment.start_time}}. See you soon!