Send SMS

The Send SMS ability lets the agent text the current member. Phone numbers are resolved automatically, including for anonymous callers on a live call.

Settings

Setting	Description
Messages	Named templates the agent can send (send_sms_1, send_sms_2, …)
Language variants	Optional per-language bodies under a named message
Allow free-form messages	Also let the agent compose send_sms_message
Enable on voice calls	Text the member's mobile during a phone or web voice call (on by default)

Per-language messages

A named message has one Default message plus any number of Language variants. Give a variant the whole body in that language, links included — write the Spanish link destination in the Spanish variant rather than pointing every language at the English page.

The agent chooses the variant matching the language the caller is currently speaking or writing, because the language on a member's profile is not evidence of what they are using right now. When it does not choose — or the language has no variant — the send falls back in this order:

1. the language the agent picked,
2. the caller's detected language on this call or message,
3. the acting Member's Account language, or the workspace's language if no Account language is set,
4. the Default message.

The acting Member is the identity running the tool and may differ from the recipient. This fallback does not separately look up the recipient's Account language. If an Account language is set but has no matching variant, the send uses the Default message rather than trying the workspace language next.

So a message with no variants behaves exactly as before: the default body is always the last resort.

Anonymous callers

New anonymous callers with a usable phone number start with SMS notifications enabled when no recorded refusal blocks them. Unavailable preference checks leave notifications disabled. Existing disabled preferences are respected.

Callers can request multiple messages during the same call. Configure named templates and optionally enable free-form messages to choose what the Agent can send. A recorded STOP still blocks delivery, including when the local SMS preference is enabled. No separate anonymous-caller setting is required.

Adding Send SMS

1. Open your workflow or task
2. Go to the Abilities tab
3. Click Add Ability and select Send SMS
4. Add at least one named message, or enable free-form
5. For each message, optionally add a language variant per language you support
6. Save

Task-level abilities override workflow-level abilities of the same type.