Post-Call & Mid-Call SMS

Gail can automatically send follow-up text messages to customers during or after a call. This powerful feature allows you to instantly deliver appointment links, quotes, resources, and other information without manual intervention.

Understanding the Two SMS Types

There are two ways to configure automated SMS in Gail, depending on when and how you want the message to be triggered:

Mid-Call SMS

Mid-call SMS messages are sent during an active conversation when specific conditions are met. These are configured within a Use Case or Scenario in your script.

Use mid-call SMS when:

• You want to send information during the conversation itself
• The trigger is based on a specific conversational scenario (e.g., “When the customer asks about our hours”)
• You need real-time delivery while the customer is still on the line

Common use cases:

• Sending a link while discussing it on the call
• Providing resources the customer is asking about
• Sharing an appointment scheduler during scheduling discussions

Post-Call SMS

Post-call SMS messages are sent after the call has ended. These are configured outside of Use Cases, in a dedicated section at the bottom of your script.

Use post-call SMS when:

• You want to send a follow-up after the conversation concludes
• The trigger is based on general call outcomes or topics discussed
• You want to provide summary information or next steps

Common use cases:

• Sending appointment confirmations after booking
• Delivering quotes or estimates discussed during the call
• Providing follow-up resources or documentation
• Sending satisfaction surveys

Prerequisites

Before setting up automated SMS, you must:

1. Be approved for SMS messaging - If you haven’t already, apply for SMS approval
2. Create text templates - Follow the SMS & Text Messaging guide to create templates

Setting Up Post-Call SMS

Post-call SMS is the most common type of automated messaging. Here’s how to set it up:

Step 1: Navigate to Your Script

Go to the script where you want to add post-call SMS functionality.

For Outbound Campaigns:

1. Click Outreach in the left-hand navigation
2. Select the Scripts tab
3. Open the campaign script you want to edit

For Inbound Calls:

1. Click Inbound in the left-hand navigation
2. Select the Receptionist tab
3. Open the script you want to edit (e.g., Business Hours or After Hours)

Step 2: Locate the Post-Call SMS Section

Scroll to the bottom of the script page.

You’ll find a section labeled Post Call SMS below your Use Cases and other script configurations.

Step 3: Add a Post-Call SMS

Click the Add button in the Post Call SMS section.

Two fields will appear:

Text Script

Use the dropdown menu to select which SMS template should be sent.

• Choose from your existing text templates
• The template will be sent exactly as configured, including any personalization variables

Description

Type a clear description of when this SMS should be triggered.

This description tells Gail’s AI when to send this message based on the conversation content.

Example descriptions:

When a customer asks how to add a user, send them this text.

If the caller asks about our business hours, send this SMS with our schedule.

When discussing policy renewal, send the renewal portal link.

After scheduling an appointment, send the confirmation details.

Step 4: Add Multiple Post-Call SMS (Optional)

You can configure multiple post-call SMS actions for different scenarios:

1. Click Add again to create additional post-call SMS entries
2. Select different text scripts for different trigger conditions
3. Write unique descriptions for each scenario

Example configuration with multiple post-call SMS:

Step 5: Save Your Script

Once you’ve configured all your post-call SMS actions:

1. Scroll to the bottom of the page
2. Click the Save Script button

Setting Up Mid-Call SMS

Mid-call SMS is configured differently because it’s tied to specific conversational scenarios within your script.

Step 1: Navigate to Your Script

Follow the same navigation steps as post-call SMS:

• Outreach > Scripts for outbound campaigns
• Inbound > Receptionist for inbound calls

Step 2: Create or Edit a Use Case

Mid-call SMS must be configured inside a Use Case or Scenario:

1. Scroll to the Use Cases section of your script
2. Either create a new Use Case or open an existing one
3. Click Add Use Case or select a Use Case to edit

Step 3: Configure the Use Case

Within the Use Case configuration, you’ll define:

• Use Case Name: What this scenario is for (e.g., “Appointment Scheduling”)
• Description: When this use case applies
• Actions: What Gail should do (transfer, collect info, etc.)

Step 4: Add Mid-Call SMS Action

Within the Use Case settings, look for SMS or messaging options:

1. Enable the SMS action within the Use Case
2. Select the text script to send
3. Configure when during the conversation the SMS should be sent

Step 5: Save Your Use Case and Script

1. Save the Use Case configuration
2. Save the overall script

The mid-call SMS will now trigger when customers enter this conversational scenario during their call.

Best Practices

Writing Effective Trigger Descriptions

Your trigger descriptions are critical for post-call SMS to work correctly.

Good descriptions:

• ✅ “When the customer asks about adding users to their account”
• ✅ “If payment information is discussed during the call”
• ✅ “After scheduling any type of appointment”
• ✅ “When the customer requests information about coverage options”

Poor descriptions:

• ❌ “Add user info” (too vague)
• ❌ “Send sometimes” (not specific enough)
• ❌ “Payment” (lacks context)
• ❌ “Info” (too broad)

Template Selection

Choose templates that match the conversation context:

• Keep messages relevant to what was discussed on the call
• Ensure templates include appropriate personalization variables
• Test templates before using them in automated SMS workflows

Timing Considerations

Post-Call SMS:

• Sent after the call ends
• Ideal for summaries, confirmations, and follow-up resources
• Doesn’t interrupt the conversation flow

Mid-Call SMS:

• Sent while the customer is on the line
• Best for real-time information sharing
• Allows customer to reference the link or info during the call

Testing Your Setup

Before relying on automated SMS in production:

1. Test calls: Make test calls to trigger your SMS configurations
2. Verify delivery: Confirm that messages are sent at the right time
3. Check content: Ensure templates populate correctly with customer data
4. Review triggers: Confirm that trigger conditions work as expected

Multiple SMS Messages

Be cautious about sending too many messages from a single call:

• Limit to 2-3 automated SMS per call maximum
• Ensure each message serves a distinct purpose
• Avoid overwhelming customers with texts

Monitoring Automated SMS

Call Logs

After calls with automated SMS:

1. Navigate to Data & Analytics > Call Logs
2. Review individual call records
3. Check which SMS messages were triggered
4. Verify successful delivery

SMS Conversations

To review the actual messages sent:

1. Navigate to Outreach > Conversations (for outbound)
2. Or check the SMS conversation logs in your communication history
3. See full message threads and customer responses

Troubleshooting

SMS Not Sending

If your automated SMS isn’t working:

Check SMS approval status

• Verify you’re approved for SMS messaging
• Confirm your approval is active and hasn’t expired

Verify text template exists

• Ensure the selected template hasn’t been deleted
• Check that the template is properly configured

Review trigger description

• Make sure the description clearly defines when to send
• Test with more specific or different wording

Confirm script is saved

• Verify you saved the script after adding SMS actions
• Check that you’re using the correct (active) script version

Wrong Template Sent

If the incorrect template is being sent:

• Review your trigger descriptions for overlap
• Ensure each trigger is specific and distinct
• Consider reordering or consolidating SMS actions
• Test with sample scenarios to identify conflicts

Mid-Call SMS Not Triggering

If mid-call SMS isn’t working within Use Cases:

• Verify the Use Case is properly configured
• Confirm the SMS action is enabled within the Use Case
• Test that the Use Case itself is being triggered
• Check that the selected template exists

Customers Not Receiving Messages

If SMS delivery is failing:

• Verify customer phone numbers are in correct format
• Check for carrier-level blocks or opt-outs
• Review SMS compliance and approval status
• Confirm no rate limiting is occurring

Examples

Example 1: Insurance Quote Follow-Up (Post-Call)

Script Type: Outbound Sales Campaign

Post-Call SMS Configuration:

Template Content:

Hi @FirstName!
Thanks for talking with us about @PolicyType coverage.
Your estimated quote: $@QuoteAmount
Review full details: @QuoteLink
Questions? Reply to this text!
@CompanyName

Example 2: Appointment Confirmation (Post-Call)

Script Type: Inbound Receptionist

Post-Call SMS Configuration:

Template Content:

Hi @FirstName!
Your appointment is confirmed:
📅 @AppointmentDate at @AppointmentTime
📍 @Location
👤 With @AgentName
Add to calendar: @CalendarLink
Need to reschedule? @RescheduleLink
@CompanyName

Example 3: Resource Sharing (Mid-Call)

Script Type: Inbound Support

Use Case: Product Information Request

Mid-Call SMS Action: Send product guide while discussing features

Template Content:

Hi @FirstName!
Here's the product guide we're discussing:
@ResourceLink
Feel free to explore while we chat!
@AgentName | @CompanyName

Example 4: Payment Portal Access (Post-Call)

Script Type: Inbound Billing

Post-Call SMS Configuration:

Template Content:

Hello @FirstName,
Access your billing portal here:
@PaymentPortalLink
Your current balance: $@Balance
Due date: @DueDate
Questions? Call us at @CompanyPhone
@CompanyName

Related Resources

Now that you understand automated SMS setup, explore these related topics:

• SMS & Text Messaging - Create and manage text templates
• Use Cases - Configure conversational scenarios for mid-call SMS
• Creating Campaigns - Set up outbound campaigns with automated SMS
• Applying for SMS Approval - Get approved for SMS messaging
• Call Logs - Monitor automated SMS delivery and performance