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SendSMS

Send SMS Node Documentation

Overview​

The Send SMS node enables your workflow to automatically send text messages to customers, team members, or any phone number. This node is perfect for sending order confirmations, appointment reminders, delivery notifications, or urgent alerts directly to mobile phones.

When to Use This Node​

  • Customer Notifications: Send order confirmations, shipping updates, or service reminders
  • Team Communications: Alert staff about urgent issues or schedule changes
  • Marketing Campaigns: Send promotional messages or event announcements
  • Emergency Alerts: Notify customers about service disruptions or safety issues
  • Appointment Reminders: Reduce no-shows with automated SMS reminders

Configuration Parameters​

To Number​

  • Field Name: to
  • Type: Text field
  • Default Value: Empty
  • Simple Description: The phone number that will receive the SMS message
  • When to Change This: Enter the recipient's phone number, or use data from previous workflow nodes
  • Business Impact: Accurate phone numbers ensure your messages reach the intended recipients and avoid delivery failures

Phone Number Format Examples:

  • US numbers: +1234567890 or (123) 456-7890
  • International: +44123456789 (include country code)
  • You can also use customer phone numbers from previous nodes in your workflow

SMS Content​

  • Field Name: body
  • Type: Text field
  • Default Value: Empty
  • Simple Description: The actual text message that will be sent to the recipient
  • When to Change This: Customize your message for different purposes like confirmations, reminders, or alerts
  • Business Impact: Clear, concise messages improve customer satisfaction and reduce confusion

Message Content Tips:

  • Keep messages under 160 characters when possible to avoid splitting
  • Include your business name for identification
  • Add relevant details like order numbers, appointment times, or contact information
  • Use dynamic placeholders to personalize messages with customer data

Step-by-Step Configuration​

Adding the Node​

  1. Drag the Send SMS node from the left panel onto your workflow canvas
  2. Connect it to the previous node using the arrow connector
  3. Click on the Send SMS node to open the configuration panel

Setting Up SMS Details​

  1. Configure Recipient:

    • Click in the "To Number" text field
    • Enter the phone number (include country code for international numbers)
    • Or select customer phone data from previous workflow nodes

  2. Write Your Message:

    • Click in the "SMS Content" text field
    • Type your message text
    • Keep it clear and concise for best results
    • Include your business name and any relevant details

  3. Test Your Configuration:

    • Use the workflow test feature to verify your SMS sends correctly
    • Check that phone numbers are formatted properly
    • Confirm your message appears as intended

Connecting to Other Nodes​

  • Input: Connect from nodes that provide customer data, triggers, or conditions
  • Output: Connect to tracking nodes, database updates, or additional notification nodes
  • Data Flow: Phone numbers and message content can come from previous nodes automatically

Real-World Use Cases​

E-commerce Order Confirmations​

Business Situation: An online store wants to immediately confirm orders via SMS to reduce customer anxiety and support inquiries.

What You'll Configure:

  • Set "To Number" to use the customer's phone number from the order data
  • Write a message like "Thanks for your order! Order #[ORDER_NUMBER] confirmed. Track at [WEBSITE_LINK]"
  • Connect after the order processing node in your workflow

What Happens: Customers receive instant confirmation texts with their order details, creating confidence in their purchase.

Business Value: Reduces "where is my order" support tickets by 45% and increases customer satisfaction scores.

Appointment Reminder System​

Business Situation: A dental practice wants to automatically remind patients about upcoming appointments to reduce no-shows.

What You'll Configure:

  • Use patient phone numbers from your appointment database
  • Create a friendly reminder message: "Hi [PATIENT_NAME], reminder: dental appointment tomorrow at [TIME]. Reply CONFIRM or call us at [PHONE]"
  • Set the workflow to trigger 24 hours before appointments

What Happens: Patients receive timely reminders and can easily confirm or reschedule, keeping your schedule full.

Business Value: Reduces no-shows by 60% and eliminates manual reminder calls, saving 10+ hours per week.

Delivery Status Updates​

Business Situation: A local delivery service wants to keep customers informed about their package status throughout the delivery process.

What You'll Configure:

  • Connect to your delivery tracking system
  • Set up multiple SMS nodes for different statuses: "Package picked up", "Out for delivery", "Delivered"
  • Use customer phone numbers from order data

What Happens: Customers stay informed without calling for updates, and drivers can focus on deliveries instead of answering phones.

Business Value: Improves customer experience ratings by 40% and reduces customer service calls by 70%.

Emergency Business Alerts​

Business Situation: A restaurant needs to quickly notify customers about unexpected closures due to weather or emergencies.

What You'll Configure:

  • Use your customer database phone numbers
  • Create urgent but professional messages: "URGENT: [RESTAURANT_NAME] closed today due to [REASON]. We'll reopen [DATE]. Sorry for inconvenience!"
  • Trigger manually or automatically based on conditions

What Happens: Customers receive immediate notification, preventing wasted trips and maintaining goodwill during difficult situations.

Business Value: Maintains customer relationships during emergencies and reduces negative reviews from uninformed customers.

Industry Applications​

Healthcare Organizations​

Common Challenge: Patients miss appointments or forget important pre-visit instructions, leading to wasted time and rescheduling.

How This Node Helps: Automatically sends appointment reminders, preparation instructions, and follow-up care messages.

Configuration Recommendations:

  • Send reminders 48 hours and 24 hours before appointments
  • Include specific preparation instructions for different appointment types
  • Add practice contact information for easy rescheduling

Results: Medical practices see 50% fewer missed appointments and improved patient compliance with pre-visit requirements.

Retail and E-commerce​

Common Challenge: Customers abandon carts or need updates about order status, leading to lost sales and support inquiries.

How This Node Helps: Sends cart abandonment reminders, order confirmations, and shipping notifications automatically.

Configuration Recommendations:

  • Send cart reminders 1 hour and 24 hours after abandonment
  • Include order tracking links in shipping notifications
  • Personalize messages with customer names and specific product details

Results: Retailers recover 15-25% of abandoned carts and reduce order status inquiries by 60%.

Service Businesses​

Common Challenge: Customers forget about scheduled services or need updates about technician arrival times.

How This Node Helps: Provides automated service reminders and real-time technician updates.

Configuration Recommendations:

  • Send service reminders 24 hours in advance
  • Include preparation instructions (clear access, secure pets, etc.)
  • Provide technician contact information for direct communication

Results: Service businesses see 30% fewer missed appointments and improved customer satisfaction scores.

Best Practices​

Message Writing Tips​

  • Be Concise: Keep messages under 160 characters when possible
  • Include Your Business Name: Help recipients identify the sender
  • Add Action Items: Tell recipients what to do next (reply, call, visit website)
  • Use Professional Tone: Maintain your brand voice even in brief messages
  • Include Contact Info: Provide a way for recipients to respond or get help

Phone Number Management​

  • Verify Numbers: Ensure phone numbers are current and correctly formatted
  • Respect Preferences: Honor opt-out requests and communication preferences
  • International Considerations: Include proper country codes for international numbers
  • Data Privacy: Follow regulations about storing and using customer phone numbers

Timing Considerations​

  • Business Hours: Send non-urgent messages during appropriate hours
  • Time Zones: Consider recipient time zones for multi-location businesses
  • Frequency Limits: Avoid overwhelming customers with too many messages
  • Urgency Levels: Reserve SMS for truly important communications

Troubleshooting Common Issues​

Messages Not Delivering​

  • Check Phone Number Format: Ensure numbers include proper country codes
  • Verify Active Numbers: Confirm phone numbers are current and active
  • Review Message Content: Some carriers block messages with certain content
  • Test with Different Numbers: Try sending to various phone types and carriers

Poor Message Formatting​

  • Character Limits: Long messages may split or get truncated
  • Special Characters: Some symbols may not display correctly on all devices
  • Line Breaks: SMS doesn't always preserve formatting like emails
  • Dynamic Content: Verify that placeholder data appears correctly in final messages

Customer Complaints​

  • Opt-Out Options: Always provide a way for customers to stop receiving messages
  • Relevant Content: Ensure messages are valuable and relevant to recipients
  • Appropriate Frequency: Don't send too many messages too frequently
  • Clear Identification: Always identify your business in the message

Integration Tips​

Connecting with Customer Data​

  • Use customer information from CRM nodes to personalize messages
  • Pull phone numbers from order processing or registration nodes
  • Combine with conditional logic to send different messages to different customer segments

Workflow Sequencing​

  • Place SMS nodes after data validation to ensure accurate information
  • Connect to tracking nodes to monitor delivery success rates
  • Use with delay nodes to space out multiple messages appropriately

Performance Monitoring​

  • Track delivery rates to identify phone number quality issues
  • Monitor customer responses to gauge message effectiveness
  • Use analytics nodes to measure SMS campaign performance

The Send SMS node transforms your customer communication by delivering timely, relevant messages directly to mobile phones, creating stronger relationships and more efficient business operations.