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Workflow Action - Manual SMS

TABLE OF CONTENTS Overview Action Name Action Description Action Details Example Overview The Manual SMS action allows you to create a task for a user to…

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  1. Overview
  2. Action Name
  3. Action Description
  4. Action Details
  5. How to Configure
  6. Custom Values and Trigger Links
  7. Assign To Behavior
  8. Example

TABLE OF CONTENTS

Overview

The Manual SMS action allows you to create a task for a user to manually send an SMS to a contact. This is useful when you want a personalized message sent that requires human intervention. The task created will appear in the Conversations > Manual Actions tab.

Action Name

Manual SMS

Action Description

This action generates a manual task to send an SMS message to a specific contact. The task requires user intervention to finalise and send the message. Users can select a template, add custom values, include trigger links, and test the message before sending.You can also assign the task to a specific user instead of the default contact owner.

Action Details

FieldDescriptionMandatory
Action NameName of the action to identify it in the workflow.Yes
TemplatesSelect an SMS template from the pre-defined templates available.No
MessageThe message body to be sent. This field supports custom values and trigger links.Yes
Custom ValuesCustom values available for personalising the message. Examples include contact name, appointment details, etc.No
Add AttachmentOption to add attachments to the SMS message via URL.No
Test Phone NumberA phone number to send a test SMS. The country picker defaults to your sub-account's country. Select another country if needed, then enter the number in local format.No
Assign ToSelect a specific user to assign the manual SMS task to. Found under Advanced Settings. If left empty, defaults to the contact owner. If the selected user does not have contact access, the task is assigned to the contact owner or Unassigned ifNo
Action Details (image 1 of 1) What this shows Field Description Mandatory Action Name Name of the action to identify it in the workflow. What this shows Illustrates the "Action Details" section of "Workflow Action - Manual SMS". This animation appears in the "Action Details" section of "Workflow Action - Manual SMS". The text alongside this image reads: Field Description Mandatory Action Name Name of the action to identify it in the workflow. Yes Templates Select an SMS template from the pre-defined templates available. No Message The message body to be sent. This field supports custom values and trigger links. Yes Custom Values Custom values…. Immediately after, the guide continues: Select Template: Choose a pre-defined SMS template if applicable. This populates the message field with the template content. Enter Message: Write the message you want to send. Use the custom values dropdown to insert placeholders for…. Image 1 of 1 What to fill inField Description Mandatory Action Name Name of the action to identify it in the workflow. Yes Templates Select an SMS template from the pre-defined templates available. No Message The message body to be sent. This field supports custom values and trigger links. Yes Custom Values Custom values available for personalising the message. Examples include contact name, appointment details, etc. No Add Attachment Option to add attachments to the SMS message via URL. No Test Phone Number A phone number to send a test SMS. The country picker defaults to your sub-account's country. Select another country if needed, then enter the number in local format. No Assign To Select a specific user to assign the manual SMS task to. Found under Advanced Settings. If left empty, defaults to the contact owner. If the selected user does not have contact access, the task is assigned to the contact owner or Unassigned if No Next stepSelect Template: Choose a pre-defined SMS template if applicable. This populates the message field with the template content. Enter Message: Write the message you want to send. Use the custom values dropdown to insert placeholders for dynamic data (e.g., contact name, appointment details). Add Attachment: If needed, add files by entering the URL. Test SMS: Enter a phone number to test how the SMS will appear when received. Test SMS: Check the country flag in the Test Phone Number field. It defaults to your sub-account's country. To use another country, click the flag and search by country name or dialing code. Enter the phone number in local format for the selected country, then click Send test SMS. GHL Customer Care saves the number in full international format before sending the test SMS. If the number is not valid, the field displays “Invalid phone number.” Assign To (Advanced Settings): Optionally select a specific user to assign the task to. This overrides the default contact owner assignment.

How to Configure

  1. Select Template: Choose a pre-defined SMS template if applicable. This populates the message field with the template content.
  2. Enter Message: Write the message you want to send. Use the custom values dropdown to insert placeholders for dynamic data (e.g., contact name, appointment details).
  3. Add Attachment: If needed, add files by entering the URL.
  4. Test SMS: Enter a phone number to test how the SMS will appear when received.
  5. Test SMS: Check the country flag in the Test Phone Number field. It defaults to your sub-account's country. To use another country, click the flag and search by country name or dialing code. Enter the phone number in local format for the selected country, then click Send test SMS.
  6. GHL Customer Care saves the number in full international format before sending the test SMS. If the number is not valid, the field displays “Invalid phone number.”
  7. Assign To (Advanced Settings): Optionally select a specific user to assign the task to. This overrides the default contact owner assignment.

The Manual SMS action supports custom values as well as Trigger links in the body of the message. 

Such as joining a calendar community or filling out a custom form. These links are clickable and can direct the contact to specific actions.

Assign To Behavior

The Assign To field in Advanced Settings allows you to assign the manual SMS task to a specific user instead of the default contact owner. This is useful when you want a particular team member to handle certain tasks regardless of who owns the contact.

Assignment logic:

  • If a user is selected and has contact access, the task is assigned to that user.
  • If a user is selected but does not have contact access, the task falls back to the contact owner.
  • If no user is selected, the task defaults to the contact owner.
  • If neither the selected user nor contact owner is available, the task is marked as Unassigned.

Example

  • Trigger: When a lead fills out a form on the website.
  • Action: Create a Manual SMS task for the assigned user to send a follow-up SMS.
  • Message: "Hi {{Contact Name}}, thank you for filling out our form. Click here to schedule an appointment: [Calendar Link]."
  • Test Phone Number: Confirm the appropriate country in the country picker, then enter the test number in local format.

In this example, when a lead submits a form, a manual task is created to send a personalised SMS with a link to book an appointment. The message uses custom values to personalise the text and a trigger link for scheduling.

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