Workflow Action: Manual SMS

The Manual SMS Action within a workflow allows users to create a task to send a personalized SMS message to a lead at a time that suits them. This feature is especially useful when you want to ensure that the message is tailored and sent at the optimal time for engagement.

Overview of the Manual SMS Action

This feature works by creating a manual task in the system for the user assigned to that lead. Once the task is created, the user can decide when to send the message and customize it further if needed.

Step-by-Step Guide

Part 1: Creating or Editing a Workflow with a Manual SMS Action

1- Access Your Workflow:

• Navigate to an existing workflow or create a new one.
• Click the "+" button to add a new action.

2- Choose "Manual SMS":

• From the list of available actions found in Communication, select "Manual Action to SMS", also known as Manual SMS.

• Customize the message template or content as needed.

Part 2: Assigning the Task to the Correct User

To ensure the right user receives the task to send the SMS, you’ll need to assign a user within the workflow.

1- Add the "Assign to User" Action:

• Place this action at the beginning of the workflow.

• Select the user or team who should receive the task.

2- Save and Activate Your Workflow:

• Ensure all settings are correct and save the workflow.

Part 3: Testing the Workflow and Manual SMS Action

Before launching the workflow, it’s a good practice to test it using a sample contact.

1- Add a Test Contact:

• Use a sample/test contact. If you need help creating one, check the relevant tutorials in the help library.

2- Test the Workflow:

• Add the test contact to the workflow and monitor the process.

3- Check the Manual SMS Task:

• Go to Conversations > Manual Actions to confirm that the Manual SMS task was created.

• Click "Let’s Start," customize the message if needed, and hit send.

Tips for Using the Manual SMS Action

• Double-check User Assignments: Make sure the "Assign to User" action is properly set up to avoid any missed tasks.
• Customize Messages: While the workflow can provide a basic template, manually customizing the message can improve engagement.
• Test Before Launching: Always run a test contact through the workflow to ensure everything works as expected.

FAQ

1. What is the Manual SMS Action in a workflow?
   The Manual SMS Action allows you to create a task for a user to manually send a personalized SMS to a contact. This task is assigned within the workflow and is accessible in the Conversations > Manual Actions section.
2. How do I assign a user to send the Manual SMS?
   To assign a user, add the "Assign to User" action in the workflow before the Manual SMS Action. Select the user or team who should receive the task, ensuring the correct person is responsible for sending the SMS.
3. Can I customize the message before sending the Manual SMS?
   Yes, when the task is created, the user can further customize the message template before sending it, allowing for more personalized and engaging communication.
4. How do I test the workflow before launching it?
   To test the workflow, create a sample/test contact and add it to the workflow. Check the Conversations > Manual Actions section to confirm the Manual SMS task is created and working as expected.
5. What should I do if the Manual SMS task is not assigned to the correct user?
   Double-check the "Assign to User" action in your workflow. Ensure it is placed correctly and assigned to the appropriate user or team to avoid any missed tasks.