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The [SEND_SMS:] tag sends a text message to the caller from your own number, during the call. Useful for addresses, links, payment links, or anything easier to read than hear. For a text after the call ends, see Post-call SMS. For sending a message with no call involved, see Send SMS.

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Turning it on

In-call SMS is controlled by one setting on the agent, incall_sms_enabled. With the setting off, the agent is never taught the [SEND_SMS:] action, so it does not offer a text. If a prompt uses the tag anyway, the engine blocks the send and the agent tells the caller the text did not go out - turn the setting on if you want texting. New agents start with it off. Agents created before this setting existed were switched on, so their behaviour did not change. Turn it on in the dashboard (agent, then Functions, then In-Call SMS) or through the API:
This setting covers mid-call texts and booking confirmation texts only. Post-call SMS has its own setting, post_call_sms_enabled.

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Syntax

[SEND_SMS: Your text message goes here] Everything between the colon and the closing bracket is the SMS body. The agent continues the conversation naturally - the SMS is sent in the background.

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Example

Caller: “Can you send me the address?” Agent: “Sure, sending it now. [SEND_SMS: Acme Dental, 12 High Street, Croydon CR0 1AB. See you Tuesday at 2pm.]”

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When to use

The setting grants permission; your prompt decides when and what to text. Tell the agent in its system_prompt, for example: ACTIONS
  • If the caller asks to receive any call information by text, send it using [SEND_SMS: message]
  • Send the address by SMS if asked where you are: [SEND_SMS: 12 High Street, Croydon CR0 1AB]
  • Send the payment link when collecting deposits: [SEND_SMS: Pay your deposit here: https://pay.example.com/abc]

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Booking confirmations

Booking confirmations follow the same setting. With incall_sms_enabled on, a confirmed booking is texted to the caller automatically - you do not need a tag in your prompt for it. With it off, the agent confirms the day, time and details out loud and no text is sent.
  • Post-call SMS - a text after the call ends
  • Send SMS - send a message via the API, plus length, tracking, compliance and pricing
  • SMS agent - what happens when the customer texts back
  • SMS campaigns - the same message to many numbers