> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Send SMS

> Send text messages to end users

The Send SMS tool allows Neo Agent to send text message updates directly to end users' mobile phones.

## 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

<Tip>
  **Setup Required:** Contact your Neo team to configure SMS capabilities for your account.
</Tip>

## 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

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="Use for urgent communications">
    SMS is best for time-sensitive updates where immediate notification is valuable, such as outage alerts or critical ticket updates.
  </Accordion>

  <Accordion title="Verify phone numbers">
    Ensure phone numbers in your PSA are accurate and properly formatted. Invalid numbers will cause delivery failures.
  </Accordion>

  <Accordion title="Respect opt-out preferences">
    Make sure you have user consent for SMS communications and respect any opt-out requests per your compliance requirements.
  </Accordion>
</AccordionGroup>

## 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)

<Note>
  SMS delivery depends on the recipient's mobile carrier. Check your SMS provider logs for delivery confirmation and troubleshooting.
</Note>

## 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