Post-interaction SMS rules

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.

  → How to enable AI Interaction Summaries

• 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

  → How to set up SMS messaging

• You have at least one queue and messaging config available for use

How to set it up

1. Go to Settings → Advanced → Post-Interaction SMS Rules

   
   

2. Click Create Rule

3. Set a Label for internal use

4. Choose your Sender Number (this must be an SMS-enabled number in your messaging config)

5. 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

6. Define the SMS Content

   • Add a custom message (optional)
   • Toggle whether to include interaction data and/or summary

7. 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)
     
8. 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