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Configure SMS Workflows

Configure automated SMS workflows on the SMSWorkflows page, including goals, routing, response templates, and activation for tenant-scoped messaging.

SMS Workflows page

Configure automated handling for inbound SMS conversations on the /SMSWorkflows page. Each workflow defines how the system should respond, which assistant to use, and how important the workflow is relative to others.

The page shows your existing workflows as cards. Each card includes:

  • Workflow name
  • Truncated description
  • Active badge (on/off)
  • Goal badge (for example general_inquiry, lead_capture)
  • Step count (managed in the workflow builder)
  • Priority number

From this view you create new workflows, edit existing ones, toggle them active, or delete them.

SMS workflows require both SMS plan access and the smsWorkflowsEnabled feature flag. The page is tenant-scoped and only available to authenticated users in tenants where SMS is enabled.

When to use SMS workflows

Use SMS workflows when you want to:

  • Auto-reply to common inbound SMS messages.
  • Route messages to a specific assistant based on intent or goal.
  • Ensure high-priority workflows run before more general ones.
  • Keep a clear record of which automation is active for SMS.

Workflows do not use email templates or test-matching tools. Those capabilities are specific to email workflows.

Create a new SMS workflow

Set up a new workflow from the /SMSWorkflows page to define goals, context, and routing for inbound SMS.

Open SMS workflows and start a new workflow

  • Sign in to your tenant with an account that can manage SMS.
  • Go to the /SMSWorkflows route.
  • Select New workflow.
  • If no workflows exist yet, use the No SMS workflows yet empty state button.

Your screen shows a workflow form with fields for name, goal, description, context, response template, assigned agent, priority, and active state.

Fill in workflow details

Provide core configuration in the form:

namestring
Required

Workflow name shown on the card and in internal tools. Use something descriptive, such as Lead capture SMS or After-hours support.

goalenum
Required

Overall purpose of the workflow, selected from predefined values such as general_inquiry or lead_capture. The goal appears as a badge on the card and can be used to reason about how messages are handled.

descriptionstring

Optional short summary of what the workflow does. The list view shows a truncated version on the card to help operators scan workflows quickly.

contextstring

Longer free-text context for the assistant, such as business rules, FAQs, or tone guidelines specific to this workflow. This does not appear in the card and is aimed at improving replies.

responseTemplatestring

Optional guidance for how responses should be structured for this workflow, for example expected fields or phrasing. This template is specific to SMS workflows and is separate from any email templates.

assignedAssistantIdstring

Assistant the workflow uses when generating replies. The dropdown lists assistants configured on the Assistants page.

priorityinteger

Numeric priority for the workflow. Lower or higher values may be treated as more important depending on your internal convention, and the value shows on the card so you can see how workflows are ordered relative to each other.

isActiveboolean

Controls whether the workflow is currently used for SMS handling. You can toggle this later from the workflow card without opening the edit form.

After filling in the form, select Save. The new workflow appears in the card grid with its name, goal, priority, step count, and active badge.

Add and arrange steps in WorkflowBuilder

Once you create the workflow, edit its steps using the WorkflowBuilder. The builder controls the sequence of actions and checks the workflow runs through.

  • Open the workflow and choose Edit if the builder does not open automatically.
  • Use the WorkflowBuilder to add, remove, or reorder steps for this workflow.
  • Save your changes when the step sequence reflects how you want SMS to be handled.

The workflow card updates its step count to reflect the steps configured in the builder.

Activate the workflow

  • Return to the workflow list.
  • Confirm the workflow card shows the configuration you expect.
  • Turn the Active switch on if the workflow should start handling SMS conversations.

Once active, the workflow participates in automated SMS handling for your tenant according to its priority and steps.

Edit an existing SMS workflow

Update workflow metadata or steps as your SMS processes evolve.

Open the workflow for editing

  • Go to /SMSWorkflows.
  • Locate the workflow card using its name, goal badge, or priority.
  • Select Edit on the card.

The edit form opens with the current values for name, goal, description, context, response template, assigned agent, priority, and active state.

Update details and steps

  • Adjust form fields such as Goal, Description, Context, Response template, Assigned agent, or Priority.
  • Use the Active checkbox to temporarily pause the workflow without deleting it.
  • Open WorkflowBuilder from the same screen to modify the step sequence.

Select Save to persist your changes. The workflow card updates automatically, including badges, step count, and active status.

Enable or disable a workflow

Toggle workflows on or off from the list view without opening the form.

Toggle Active from the card

  • Go to /SMSWorkflows.
  • Find the workflow card you want to change.
  • Use the Active badge or switch on the card to enable or disable the workflow.

The card immediately reflects the new state, and the system includes or excludes the workflow when handling SMS conversations.

Delete a workflow

Remove workflows that you no longer need.

Delete from the workflow card

  • Open /SMSWorkflows.
  • On the workflow card you want to remove, select Delete.
  • Confirm the deletion when prompted.

The card disappears from the grid, and the workflow no longer participates in SMS handling for your tenant.

Deleting a workflow is permanent. If you only want to stop using a workflow temporarily, turn off the Active toggle instead of deleting it.

Access control and tenant scope

The SMS Workflows page is tenant-specific and uses authenticated, tenant-scoped API calls. Operators see and manage only the workflows for their current tenant.

If you do not see the /SMSWorkflows page or cannot create workflows:

  • Confirm your tenant has SMS enabled on the Billing or Settings pages.
  • Verify that the smsWorkflowsEnabled feature flag is active for your account or tenant.
  • Check with an administrator if your role has permissions to manage SMS workflows.

Connect SMS workflows with other conversation and AI configuration pages.

Conversations

View and manage live conversations that may be handled by your SMS workflows.

Conversation detail

Drill into individual SMS threads to see how workflows and assistants responded.

Assistants

Create and tune assistants that you assign to SMS workflows for automated replies.

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