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# Post-Call & Mid-Call SMS

> Set up automated text messages to send during or after calls with customers

# 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, quote forms, 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 an Action 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 actions:**

* 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 Actions**, 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 quote forms or estimates discussed during the call
* Providing follow-up resources or documentation
* Sending satisfaction surveys

> **Note**
>
> Both mid-call and post-call SMS require you to first create text templates. Make sure you have templates ready before setting up these automated messages.

## Prerequisites

Before setting up automated SMS, you must:

1. **Be approved for SMS messaging** - If you haven't already, [apply for SMS approval](/platform/settings/applying-for-sms-approval)
2. **Create text templates** - Follow the [SMS & Text Messaging guide](/platform/communications/sms/complete-sms-setup-guide) to create templates

> **Warning**
>
> Without SMS approval and text templates, you won't be able to configure automated SMS features.

## 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 (under **Communications**)
2. Stay on the **Scripts** tab
3. Open the script you want to edit (for example, Business Hours or After Hours)
4. Stay on **Script & Actions**, the first step of the script editor

### Step 2: Locate the Post-Call SMS Section

Scroll to the **bottom of the script page**.

![Post Call SMS section at bottom of script](/_fern-img/6cb411ef2114908d1104f6dcbb99d02f2104f2f8360452fe7d3eb9941e8a1d8e.webp)

You'll find a section labeled **Post Call SMS** below your Actions and other script configurations.

### Step 3: Add a Post-Call SMS

Click the **Add SMS Action** button in the Post Call SMS section.

Two fields will appear:

![Post Call SMS fields](/_fern-img/09f4158e785ab4ebdceba6e89804d413b7d7cb473adcd4ae84d58fab1caf9177.webp)

#### Text Script

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

![Text Script dropdown for SMS templates](/_fern-img/0dc21abdafe34db2dfe0a6d8c6a8296e1e9aa6525491c6778c338a605c2461e5.webp)

* 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**.

![Post Call SMS with description filled in](/_fern-img/adf864b22da68920aa8c93cbb8c9b2b5c2c10108f078f4c19a4fbd1e7dce3ff2.webp)

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.
```

> **Note**
>
> Be specific in your descriptions. The more clearly you describe the trigger condition, the more accurately Gail will know when to send the SMS.

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

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

1. Click **Add SMS Action** 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:**

| Text Script              | Description                                               |
| ------------------------ | --------------------------------------------------------- |
| Appointment Confirmation | When an appointment is scheduled, send confirmation       |
| Quote Follow-Up          | When pricing is discussed, send quote details             |
| Resource Library         | When customer asks about coverage types, send info packet |
| Payment Portal Link      | When payment is discussed, send payment link              |

### Step 5: Save Your Script

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

1. Save the action if it is still open
2. Save the script. On inbound scripts, use **Save draft** or **Publish** at the top of the editor

> **Note**
>
> Your post-call SMS is now active! Gail will automatically send the configured text messages when the defined conditions are met during calls.

## 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
* **Communications > Inbound > Scripts > open a script > Script & Actions** for inbound calls

![Inbound Script & Actions page](/_fern-img/21e3af861eee8aead319b03d3627cfd0ec38055687ca0220e5d0777d0cf7975b.webp)

### Step 2: Create or Edit an Action

Mid-call SMS must be configured **inside an Action or Scenario**:

1. Scroll to the **Action** you want to add Mid-call SMS to in your script
2. **Or** Create a new Action

![Actions list in script](/_fern-img/41e099fc5398a527179bd7e54a0c46a7730f564ffb84cc8974f148a742b8c07c.webp)

### Step 3: Configure the Action

Within the Action configuration, you'll define:

* **Use Case Name**: What this scenario is for (e.g., "Appointment Scheduling")
* **Objective**: When this action applies or when it should be triggered
* **Steps**: What Gail should do (transfer, collect info, etc.)

![Action with SMS Steps](/_fern-img/8f6db8def5d82086e1be0deee97834032a2d152cb09cd601e304b9b2bdaa0197.webp)

### Step 4: Add Mid-Call SMS Action

Within the Action's settings, look for SMS or messaging options:

1. Add the SMS step within the Use Case
2. Select the text template to send
3. Describe when Gail should send this during the conversation

![Mid-call SMS configuration](/_fern-img/3dfec0ec4d82f1abc52af30898e0c8d22775350593711de56f58d1c07554b96b.webp)

### Step 5: Save Your Action and Script

1. Save the Action configuration by clicking the blue checkmark
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 **Calls**
2. Review individual call records
3. Check which SMS messages were triggered
4. Verify successful delivery

### SMS Conversations

To review the messages sent:

1. Navigate to **Conversations**
2. 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

**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 Actions:

* Verify the Action is properly configured
* Confirm the SMS step is enabled within the Use Case
* Test that the Action 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 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:**

| Field           | Value                                                                       |
| --------------- | --------------------------------------------------------------------------- |
| **Text Script** | Quote Summary Template                                                      |
| **Description** | When pricing or quotes are discussed, send the quote details after the call |

**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:**

| Field           | Value                                                                   |
| --------------- | ----------------------------------------------------------------------- |
| **Text Script** | Appointment Confirmation                                                |
| **Description** | After successfully scheduling an appointment, send confirmation details |

**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:**

| Field           | Value                                                                 |
| --------------- | --------------------------------------------------------------------- |
| **Text Script** | Payment Portal Link                                                   |
| **Description** | When payment options or billing is discussed, send portal access link |

**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](/platform/communications/sms/sms-text-messaging) - Create and manage text templates
* [Actions](/platform/communications/inbound/setting-up-use-cases) - Configure conversational scenarios for mid-call SMS
* [Creating Campaigns](/platform/communications/outbound/creating-campaigns) - Set up outbound campaigns with automated SMS
* [Applying for SMS Approval](/platform/settings/applying-for-sms-approval) - Get approved for SMS messaging
* [Call Logs](/platform/data-analytics/call-logs) - Monitor automated SMS delivery and performance

> Documentation for Gail, the AI platform for financial services. Learn how to set up GailGPT and Gail Agent to automate customer communications for insurance, banking, and finance.