Call flows
Send Message
Send Message sends a text to the caller when they reach that step in your call flow. Use it to share helpful information, such as a website link, directions, or after-hours instructions, while directing the call to its next destination.
For example, a Phone Menu could offer callers the option to receive a link by text before continuing to your team.
Understand when the message is sent
The message is triggered when the call reaches Send Message. Its position in the call flow determines which callers receive it.
You could place it:
- After a Phone Menu choice that offers information by text.
- On an After Hours route to share information while the inbox is closed.
- After No Answer from Ring Users, before sending the caller to voicemail.
This is not an automatic text after every missed call
Adding Send Message does not enable a separate missed-call texting rule. The caller must reach the step while the call is still active. If they hang up before reaching it, that step does not send a message.
Before you begin
- Confirm that the inbox has an active, messaging-capable primary number.
- Complete Register for SMS before relying on outbound customer texts.
- Write a message appropriate for your registered messaging use case.
- Make sure the recipient has agreed to receive the message and respect any opt-out request.
- Decide what should happen to the call after this step.
See Opt-out and Compliance for messaging guidance.
Which number sends and receives the message?
Send Message uses the primary number of the inbox running this step to text the outside caller’s number.
If a call is forwarded into another inbox before reaching Send Message, that destination inbox needs its own active primary number to send the text. It does not borrow the original inbox’s number.
Calls identified by Waveline as Internal skip the text and continue along the connected route.
Where to find it
Open the call-flow builder for the inbox you want to configure. For more information, see Open the call-flow builder.
From Flow widgets, drag Send Message onto the canvas. Select the step to open its settings.
Add your message
- Add or select Send Message.
- Enter the text under Message text.
- Connect the preceding step or branch to Send Message.
- Connect Message Sent to the step callers should reach next.
- Select Save draft to keep your changes, or Publish flow when ready.
Write the text as you want the caller to receive it. Include your business name when the recipient may not recognize the sending number.
For example:
John Doe LLC: Here is the website link you requested: https://example.com. Reply STOP to opt out.
Replace the example business name and website with your own information before publishing.
Connect what happens next
Send Message does not replace the rest of your call flow. Connect its Message Sent output to the next step, such as Ring Users, Play Audio, or Voicemail.
The call can continue through this connection even when sending fails or the text is skipped for an internal caller.
Message Sent is not a delivery confirmation
The output label identifies the next connection in the call flow. Following it does not confirm that the caller received or read the text.
Without a next connection, the call ends after this step finishes.
Keep the message useful
Keep the text brief and relevant to the reason the caller reached this step. If a menu option offers to send a link, make the option clear so callers know to expect a text.
Each Send Message step sends its own text. For example, if you send a website link after a menu choice, you usually do not need to send that same link again before voicemail. Keep only the messages that help the caller.
Common questions
Why didn’t the caller receive a text?
Confirm that the call reached Send Message before the caller hung up. Then check the inbox’s primary number, outbound SMS registration, and whether the recipient’s number can receive texts.
Calls identified as Internal skip the text. For other delivery problems, see Message Delivery Issues.
Why didn’t my internal test call receive a message?
Send Message skips calls identified by Waveline as Internal. To check the customer experience, use an outside phone number that can receive SMS.
Why did the text come from a different number than the caller dialed?
The sender is the primary number of the inbox running Send Message. This can differ from the dialed number when the inbox has multiple numbers or the call has entered another inbox.
Can an inbox without a phone number send the text?
No. Although an inbox without a number can receive calls through internal routing, Send Message needs an active primary number on that inbox.
Why does the call continue even though the message was not delivered?
The call-flow connection is not a delivery receipt. Waveline can continue to the next step after a send attempt, including when sending fails. Review messaging delivery separately from call routing.
Why does the call end after Send Message?
Check whether Message Sent is connected to another step. Without a continuation, the call ends after this step finishes.
Why are callers receiving duplicate texts?
Review whether the caller’s route reaches more than one Send Message step or returns to the same step again. Remove unnecessary message steps or repeated routes, then publish the corrected flow.
Why do callers still receive the old wording?
Confirm that you edited the Send Message step on the route callers actually use and selected Publish flow, not only Save draft.