Text Message Workflows

Text message workflows let your AI receptionist automatically send an SMS to a caller during a phone call. You define the scenario that triggers the text and the exact message to send -- for example, "Send the caller a link to the menu whenever they ask about prices."

Where to find it

Text message workflows are located on the Overview page of your receptionist dashboard, under the Texting Workflow section.

Adding a text message workflow

  1. In the Texting Workflow section, click Add.
  2. The Add Texting Workflow modal opens with a new scenario card.
  3. Fill in the fields described below, then click Save.

Enable Short URLs

Toggle this on to automatically shorten any URLs in your text message. Shortened URLs let you track click analytics in the Analytics section of your dashboard. This is enabled by default.

Scenario Description

Describe the situation in which the AI should send the text. The AI is smart enough to detect when the scenario applies.

Example: "Send the caller a copy of the menu. Execute whenever caller asks for menu or prices."

Text Message

Enter the exact text you want to send. You can include URLs, promotional info, or anything the caller needs. The maximum length is 1,000 characters.

Example: "Here is our menu: www.restaurant.com/menu"

What should the AI do next?

Optionally, provide instructions for the AI to follow after sending the text. This lets you chain actions together.

Example: "Tell the caller you've sent them a text message, and then trigger the intake form defined earlier to collect their information."

Custom Text Footer

Text Message Workflows are available to all users. The Custom Text Footer field (for adding a personalized footer to outgoing texts) is only available to white-label and Novi users.

If available on your plan, you can add a short custom footer to your text messages (up to 100 characters). For example, "Sent by AI Receptionist."

Ask before sending Text SMS

Toggle this on if you want the AI to ask the caller for permission before sending the text message. When enabled, the message is only sent after the caller confirms.

Image Upload

You can attach an image to your text message. Upload an image file using the Image Upload field. The image will be sent as an MMS along with your text message.

Managing existing workflows

Each scenario appears as a numbered card (for example, Scenario 1, Scenario 2).

  • On/Off toggle -- Enable or disable a scenario without deleting it.
  • Edit -- Open the scenario to modify any field.
  • Delete -- Remove the scenario permanently. You will be asked to confirm.
  • Duplicate -- Create a copy of an existing scenario to customize.
  • Availability -- Set operating hours for the scenario. When scheduled, a blue Scheduled tag appears on the card.

Tips

  • Use short URLs for any links so you can track how many callers click them.
  • Keep text messages concise -- callers are more likely to read short messages.
  • Use the "Ask before sending" option for sensitive or promotional content so callers opt in.
  • You can create multiple text message scenarios for different situations (directions, menus, appointment links, and so on).