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Actions

Send an SMS or email during the call

The agent texts or emails the caller a link, a confirmation or a code while still talking.

Live SMS and Live Email let the agent send the caller a message while the call is still going — a link, a booking confirmation, an address — so the caller can act on it before hanging up.

Plans

Live Email works on every plan, the free trial included. Live SMS needs a paid plan — not in the free trial.

Set it up​

  1. Add the action

    Open the agent → Actions → Add Tool → Call & messages → Live SMS or Live Email (marked LIVE in the menu). An agent has one of each; once added, the menu entry is greyed out.

  2. Describe when and what to send

    The editor is the one of the email or SMS after the call: a Name, the Message (and a Subject for email) and the General Condition — when to send it. The recipient is the caller. The agent sends the message itself, at the right moment of the conversation.

Who receives it​

  • Live SMS goes to the caller's phone number.
  • Live Email goes to the caller's email — the agent asks for it if it doesn't have one.

On a web call with the form, the agent uses only the channel it has: an email address only → email; a phone number only → SMS.

Limits​

  • At most 3 messages per channel per call.
  • An SMS longer than 160 characters is refused.
  • A missing or invalid address or number is refused too — the agent asks the caller to repeat it and tries again.

Every message sent is logged on the contact's timeline in the CRM.

Use cases​

  • Send the link to the booking page or the price list.
  • Confirm an appointment the agent just booked.
  • Send the address and directions.
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