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Add an SMS action to a Managed Topic so your agent can send text messages to callers during a conversation — for example, sending a link, confirmation, or reference number.
You must complete the SMS setup (connect Twilio, create templates) before you can add SMS actions to topics.

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How SMS actions work

When a topic with an SMS action is matched, the agent follows your prompt to determine when to send the message. Typically, you instruct the agent to ask for consent before sending — the SMS is not sent automatically just because the topic matches.

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Adding an SMS trigger

Add an SMS trigger to a topic’s Actions field using any of these methods:
  1. Type / in the Actions field and select SMS
  2. Right-click in the Actions field and choose SMS from the menu
  3. Click the + icon on the right side of the field and select SMS

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Selecting the SMS template

  1. After selecting SMS, choose an existing template from the dropdown.
  2. To create a new template, click + add sms template. You will be redirected to the SMS section (Build > SMS) to define the message content and phone number.

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Writing the action prompt

The prompt tells the agent when and how to trigger the SMS. Always include a consent step so the agent asks before sending. Example prompt: 
After the caller confirms that they would like to receive an SMS message with further details, call {{SMS_template}} to send the SMS out.
Example with a fallback: 
Offer to send the caller a text message with booking details. If they agree, call {{booking_confirmation_sms}}. If they decline, continue the conversation normally.
Always require explicit caller consent before sending SMS. This is both a best practice and a regulatory requirement in many regions.
Last modified on March 24, 2026