Texting Workflows - Sending SMS During Calls

Learn how to automatically send text messages during or after calls based on conversation context. From appointment confirmations to pricing sheets to directions -- turn conversations into instant follow-ups that close more deals.

🎯 What You Will Learn

Creating SMS workflow triggers based on call keywords and outcomes
Composing dynamic message templates with personalized variables
Configuring immediate vs delayed message delivery for different use cases
Monitoring delivery rates, open rates, and opt-out management

⚠️ Prerequisites

FORAI account with SMS capability enabled (included in Pro and Enterprise plans)
A registered business number with SMS/MMS support
Message templates drafted for your most common follow-up scenarios
Familiarity with the Workflow Builder (see the Custom Workflows tutorial)

🚀 Step-by-Step Guide

Navigate to SMS Workflows

Go to Workflows > SMS. This specialized view shows all your text-message-related workflows and delivery statistics. Click 'Create New SMS Workflow' to get started.

Workflows - SMS Dashboard

Define your trigger conditions

Set what causes the SMS to fire. Common triggers: 'Caller asks about pricing', 'Appointment booked successfully', 'Caller requests directions', 'Call ends with positive sentiment'. You can combine multiple triggers with AND/OR logic.

Compose your message template

Write the SMS body using dynamic variables: {{caller_name}}, {{appointment_date}}, {{appointment_time}}, {{business_address}}, {{pricing_link}}. Keep messages under 160 characters for single SMS, or enable concatenation for longer messages.

Message Template Editor

Add dynamic variables and links

Insert links to your pricing page, directions, intake forms, or payment portal. Use the built-in URL shortener for cleaner messages. FORAI automatically tracks click rates on shortened URLs for your analytics.

Configure delivery timing

Choose when to send: 'Immediately during call' (AI tells caller to check their phone), 'Immediately after call ends', or 'Delayed' (e.g., 30 minutes after, next morning at 9AM). Delayed sends are great for follow-up nurture sequences.

Set up opt-out handling

FORAI automatically includes opt-out compliance (STOP to unsubscribe) on the first SMS to each number. Configure what happens when someone opts out: flag in CRM, notify team, and ensure no future SMS workflows trigger for that contact.

Test the SMS workflow

Run a test call that triggers your SMS workflow. Verify: the message arrives promptly, all dynamic variables are populated correctly, links work, and the message reads naturally. Test on both iOS and Android devices.

Monitor delivery and engagement metrics

Track delivery rate, click rate, reply rate, and opt-out rate from the SMS dashboard. A healthy workflow has 98%+ delivery rate and less than 1% opt-out rate. Low delivery rates usually indicate carrier filtering issues.

SMS Delivery Analytics

💡 Pro Tips

The most effective SMS workflows fire during the call, not after. When the AI says 'I just texted you a link to our pricing', the caller opens it immediately while still engaged.

Personalize every message with the caller's first name. Personalized SMS gets 29% higher click-through rates than generic messages.

Create a 'Welcome Sequence' for new callers: immediate SMS with key info, follow-up next day with a satisfaction check, and a 7-day follow-up with a special offer. This nurture sequence converts 3x more leads.

Keep SMS professional but conversational. Avoid ALL CAPS, excessive punctuation, or salesy language. Texts that feel like they're from a real person perform dramatically better.

⚠️ Important Warning

Always test your configuration with the built-in simulator before deploying to live callers. Changes to voice settings, routing rules, and workflows take effect within 60 seconds. Monitor the first 5-10 live calls after any change and revert immediately if you notice issues.

⚙️ Troubleshooting