Trigger SMS and email during AI calls using tags

Configure AI agents to send SMS and email during live calls by applying tags that trigger workflows automatically.

Your AI agent can send SMS and email during a live call by applying tags that trigger workflows. When the agent adds a tag like send_sms_followup, the corresponding workflow fires immediately and delivers the message.

Set up tag-triggered messages

1. Enable the Add Contact Tag tool

   Open your agent in the Agent Builder. Go to the Tools & Abilities tab and toggle on Add Contact Tag.

2. Define tags in your prompt

   TAG RULES:
   - Apply tag "send_sms_followup" when the caller asks for info via text
   - Apply tag "send_email_info" when the caller wants pricing emailed
   - Apply tag "send_sms_confirmation" after booking an appointment

3. Create a workflow for each tag

   Go to Workflows in the sidebar. Create a workflow with trigger Tag Added and set the tag name to match exactly (e.g., send_sms_followup).

4. Add the message action

   Add a Send SMS or Send Email action. Use contact merge fields like contact.first_name for personalization in the message body.

5. Activate the workflow

   Toggle to Active. The next time your agent applies that tag, the message sends automatically.

Multi-tag examples

Call outcome	Tag	Message sent
Caller requests info	send_sms_followup	SMS with services link
Appointment booked	send_sms_confirmation	SMS with appointment details
Interested but not ready	send_email_nurture	Email with testimonials
Call ended without booking	send_sms_callback_offer	SMS offering to schedule a callback

Each tag maps to its own workflow with its own message template. Message content is managed in the workflow, not the agent prompt, so you can update messages without changing the prompt.

Route SMS replies to chat AI

Apply the tag smschat_ai to route incoming SMS replies to your conversational AI chat agent instead of a human inbox. This continues the relationship started on the phone via text.