What It Does
When enabled, the agent can:- Send SMS notifications to end users
- Follow up on tickets via text message
- Notify users about urgent issues or status updates
- Communicate with users who prefer or need SMS updates
How to Use
The agent will automatically use the phone number from the ticket contact or you can specify a different recipient. All phone numbers must be in E.164 format (e.g., +15551234567).Best Practices
Keep messages concise
Keep messages concise
SMS messages should be brief and professional. The agent will create appropriately short messages, but you can guide this with custom instructions.
Use for urgent communications
Use for urgent communications
SMS is best for time-sensitive updates where immediate notification is valuable, such as outage alerts or critical ticket updates.
Verify phone numbers
Verify phone numbers
Ensure phone numbers in your PSA are accurate and properly formatted. Invalid numbers will cause delivery failures.
Respect opt-out preferences
Respect opt-out preferences
Make sure you have user consent for SMS communications and respect any opt-out requests per your compliance requirements.
Settings
- Require Technician Approval: When enabled, the agent must request approval before sending each SMS
- Phone Number Format: All numbers must use E.164 international format with country code (e.g., +1 for US/Canada)
SMS delivery depends on the recipient’s mobile carrier. Check your SMS provider logs for delivery confirmation and troubleshooting.
Use Cases
- Critical Outage Notifications: Alert VIP users about service disruptions via text when email may not be checked quickly
- Appointment Reminders: Send reminders about scheduled maintenance windows or on-site visits
- Urgent Ticket Updates: Notify users of time-sensitive changes requiring immediate attention
- Out-of-Band Verification: Contact users when their primary email may be compromised or unavailable