Setting up Post-Interaction SMS rules
Post-Interaction SMS rules let you send automated SMS messages to customers, agents, or both once an interaction has ended. This is useful for sharing follow-up information, summaries, or confirmation messages - without requiring manual follow-up.
This feature works similarly to Post-Interaction Email rules, but via SMS.
Available to Account Holders and Supervisors.
What can you send?
Each SMS can include any combination of:
- Custom text - A short message you define (up to 500 characters)
- Interaction summary - A summary of the chat or call
Note: Summaries must be enabled before they can be included in SMS.
- Interaction data - Specific values collected during the interaction (e.g. name, reference number)
All selected content is included in a single SMS.
Here's an example of a message when all three options are enabled:
– The first message in the screenshot shows what the agent receives
– The second message shows what the customer receives
In both cases, the message contains:
– Interaction summary
– Interaction data
– Custom message
Who can receive the SMS?
You can choose to send the SMS to:
- The customer (if their phone number was captured during the interaction)
- The assigned agent
- Other recipients (any phone number you specify)
Requirements
Before using this feature, ensure:
- SMS messaging is already set up on your account
- You have at least one queue and messaging config available for use
How to set it up
- Go to Settings → Advanced → Post-Interaction SMS Rules
- Click Create Rule
- Set a Label for internal use
- Choose your Sender Number (this must be an SMS-enabled number in your messaging config)
- Add Recipients
- You can send to the assigned agent, specific phone numbers, or the customer
- To send to the customer, select the “Send to customer” option.
- If the customer’s phone number is collected via the Chat Widget’s Data Collection form, the SMS will be sent to that number
- Define the SMS Content
- Add a custom message (optional)
- Toggle whether to include interaction data and/or summary
- Set Conditions to send (optional)
- Specify queues the rule applies to
- Add logic based on interaction data (e.g. only send when field X equals Y)
- Click Save
Things to keep in mind
– SMS messages are subject to length limits; keep content concise
– SMS will only be sent to customers if a valid phone number was captured using a field named phoneNumber during the interaction
– Summaries must be enabled globally before they can be included in the message
→ Enable AI Interaction Summaries if you’d like to be able to send interaction summaries