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The In-call SMS skill lets your agent send an SMS to the caller during a live conversation (phone or web). Use it to text links, instructions, confirmations, or next steps while the caller is still on the line.

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Video: In-call SMS (Skill)

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How it works

When In-call SMS is enabled:
  • You choose an SMS-enabled phone number to send texts from.
  • During the call, the agent can send SMS messages to the caller when it’s relevant (for example, when the caller asks for a link or written info).
  • What the agent sends is primarily guided by your Agent Prompt (tell the agent what kinds of messages it’s allowed to text and when).

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Prerequisites

Before using In-call SMS, you need:
  • A connected Twilio provider in Providers
  • A phone number that is SMS-enabled (text-capable) and available to select as the SMS sender

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Enable In-call SMS on an agent

  1. Go to Agents and select your agent.
  2. On the Basic Information tab, find Choose Skills.
  3. Click In-call SMS to add the skill.
  4. The Configure In Call SMS dialog opens.

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Configure In-call SMS

In the Configure In Call SMS dialog:
  • SMS number (required)
    Select the phone number the agent should send texts from during the call.
Click Save to apply the settings.

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Tips

  • Tell the agent what to text (in the prompt)
    Add guidance like:
    • what types of links/info it can send
    • when it should offer to text something
    • what it should do if the caller says they can’t receive texts
  • Use a consistent sender number
    Using the same SMS-enabled number helps callers recognize your messages.

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Where to go next