# Workflow Action - Send SMS > Learn how to configure the Send SMS action in GHL Customer Care workflows to send automated, personalized text messages for reminders, promotions, and updates. - Source: https://docs.ghlcustomercare.com/docs/workflows/communication-workflow-actions/workflow-action-send-sms - Section: Workflows / Communication Workflow Actions - Reading time: 3 min - Images: 11, each explained below --- The Send SMS action enables direct communication with your contacts through text messages. This guide provides step-by-step instructions for configuring the action, along with real-life examples demonstrating its benefits for appointment reminders, promotional campaigns, and more. --- **TABLE OF CONTENTS** - [What Is the “Send SMS” Action?](#what-is-the-send-sms-action) - [When Should You Use the “Send SMS” Action?](#when-should-you-use-the-send-sms-action) - [Step-by-Step: Configuring the “Send SMS” Action](#step-by-step-configuring-the-send-sms-action) - [Real-Life Example of the “Send SMS” Action](#real-life-example-of-the-send-sms-action) - [Frequently Asked Questions](#frequently-asked-questions) --- # **What Is the “Send SMS” Action?** The Send SMS action is a powerful tool that allows you to send personalized text messages as part of an automated workflow. This feature helps ensure timely communication by triggering messages based on conditions, triggers, or schedules. You can customize SMS content with dynamic fields like contact names and even include attachments via URLs for enhanced communication. --- ## **When Should You Use the “Send SMS” Action?** The Send SMS action is perfect for scenarios requiring timely and targeted communication, such as:     **•    Appointment Reminders:** Minimize no-shows with automated reminders.     **•    Promotional Campaigns:** Inform customers about offers directly on their phones.     **•    Order Updates:** Notify customers when their orders are shipped.     **•    Event Notifications:** Update attendees about changes or cancellations. --- ## **Step-by-Step: Configuring the “Send SMS” Action** **Step 1: Add the “Send SMS” Action**     1.    Open the workflow editor. You can create a new workflow or select the existing workflow for the purpose of understanding. ![Step-by-Step: Configuring the “Send SMS” Action (image 1 of 11)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155037717482/original/P3-hyXNpkiRB39FUnx2QwQd-wmjTFBmbgw.png) **Step-by-Step: Configuring the “Send SMS” Action (image 1 of 11)** This screenshot appears in the "Step-by-Step: Configuring the “Send SMS” Action" section of "Workflow Action - Send SMS". The text alongside this image reads: 1. Open the workflow editor. You can create a new workflow or select the existing workflow for the purpose of understanding. Immediately after, the guide continues: 2. Drag and drop the “Send SMS” action into the workflow after the desired trigger or condition. - What to choose: 1. Open the workflow editor. You can create a new workflow or select the existing workflow for the purpose of understanding. - Controls: Step 1: Add the “Send SMS” Action, Step 2: Name the Action, Step 3: Compose the Message, Step 4: Add Attachments (Optional), Step 5: Test the SMS, Step 6: Save and Test the Workflow - Next: 2. Drag and drop the “Send SMS” action into the workflow after the desired trigger or condition.     2.    Drag and drop the “Send SMS” action into the workflow after the desired trigger or condition. ![Step-by-Step: Configuring the “Send SMS” Action (image 2 of 11)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155037717484/original/8S5CFrbAzmyxz1YN9Wt4QLIwyVsBvHeUyg.png) **Step-by-Step: Configuring the “Send SMS” Action (image 2 of 11)** This screenshot appears in the "Step-by-Step: Configuring the “Send SMS” Action" section of "Workflow Action - Send SMS". The text alongside this image reads: 2. Drag and drop the “Send SMS” action into the workflow after the desired trigger or condition. Immediately after, the guide continues: • Assign a descriptive name, like “Appointment Reminder SMS,” to identify it easily in your workflow. - What this covers: 2. Drag and drop the “Send SMS” action into the workflow after the desired trigger or condition. - Controls: Step 1: Add the “Send SMS” Action, Step 2: Name the Action, Step 3: Compose the Message, Step 4: Add Attachments (Optional), Step 5: Test the SMS, Step 6: Save and Test the Workflow - Next: • Assign a descriptive name, like “Appointment Reminder SMS,” to identify it easily in your workflow. **Step 2: Name the Action**     •    Assign a descriptive name, like “Appointment Reminder SMS,” to identify it easily in your workflow. ![Step-by-Step: Configuring the “Send SMS” Action (image 3 of 11)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155037717512/original/m7ce-UIp_VUuhzge0y9nX7fL870VCyEsnA.png) **Step-by-Step: Configuring the “Send SMS” Action (image 3 of 11)** This screenshot appears in the "Step-by-Step: Configuring the “Send SMS” Action" section of "Workflow Action - Send SMS". The text alongside this image reads: • Assign a descriptive name, like “Appointment Reminder SMS,” to identify it easily in your workflow. Immediately after, the guide continues: • Message: Write the content of your SMS. Use dynamic fields like {{contact.first_name}} for personalization. - What this covers: • Assign a descriptive name, like “Appointment Reminder SMS,” to identify it easily in your workflow. - Controls: Step 1: Add the “Send SMS” Action, Step 2: Name the Action, Step 3: Compose the Message, Step 4: Add Attachments (Optional), Step 5: Test the SMS, Step 6: Save and Test the Workflow - Next: • Message: Write the content of your SMS. Use dynamic fields like {{contact.first_name}} for personalization. **Step 3: Compose the Message**     •    **Message:** Write the content of your SMS. Use dynamic fields like {{contact.first\_name}} for personalization. ![Step-by-Step: Configuring the “Send SMS” Action (image 4 of 11)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155037717520/original/4HaY46EhBTWCmgtwkDOviN3Wg1j-g96ZGA.png) **Step-by-Step: Configuring the “Send SMS” Action (image 4 of 11)** This screenshot appears in the "Step-by-Step: Configuring the “Send SMS” Action" section of "Workflow Action - Send SMS". The text alongside this image reads: • Message: Write the content of your SMS. Use dynamic fields like {{contact.first_name}} for personalization. Immediately after, the guide continues: • Templates: Select pre-designed templates, if available, to save time. - What this covers: • Message: Write the content of your SMS. Use dynamic fields like {{contact.first_name}} for personalization. - Controls: Step 1: Add the “Send SMS” Action, Step 2: Name the Action, Step 3: Compose the Message, Step 4: Add Attachments (Optional), Step 5: Test the SMS, Step 6: Save and Test the Workflow - Next: • Templates: Select pre-designed templates, if available, to save time.     •    **Templates:** Select pre-designed templates, if available, to save time. ![Step-by-Step: Configuring the “Send SMS” Action (image 5 of 11)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155037717749/original/XInvYP3fZNNF1mDamdkOrbhDjU1l4TEpQw.png) **Step-by-Step: Configuring the “Send SMS” Action (image 5 of 11)** This screenshot appears in the "Step-by-Step: Configuring the “Send SMS” Action" section of "Workflow Action - Send SMS". The text alongside this image reads: • Templates: Select pre-designed templates, if available, to save time. Immediately after, the guide continues: Step 4: Add Attachments (Optional). - What to choose: • Templates: Select pre-designed templates, if available, to save time. - Controls: Step 1: Add the “Send SMS” Action, Step 2: Name the Action, Step 3: Compose the Message, Step 4: Add Attachments (Optional), Step 5: Test the SMS, Step 6: Save and Test the Workflow - Next: Step 4: Add Attachments (Optional) **Step 4: Add Attachments (Optional)**     •    Attach files or resources using URLs (e.g., maps, tickets, or instructions). ![Step-by-Step: Configuring the “Send SMS” Action (image 6 of 11)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155037717564/original/kEC9Ya3v5wlKY_JgiNfgxjRYREl82TPgHA.png) **Step-by-Step: Configuring the “Send SMS” Action (image 6 of 11)** This screenshot appears in the "Step-by-Step: Configuring the “Send SMS” Action" section of "Workflow Action - Send SMS". The text alongside this image reads: • Attach files or resources using URLs (e.g., maps, tickets, or instructions). Immediately after, the guide continues: Use the Test Phone Number field to preview and test your message before activating the workflow. - What this covers: • Attach files or resources using URLs (e.g., maps, tickets, or instructions). - Controls: Step 1: Add the “Send SMS” Action, Step 2: Name the Action, Step 3: Compose the Message, Step 4: Add Attachments (Optional), Step 5: Test the SMS, Step 6: Save and Test the Workflow - Next: Use the Test Phone Number field to preview and test your message before activating the workflow. **Step 5: Test the SMS** Use the Test Phone Number field to preview and test your message before activating the workflow. 1\. Check the country flag next to the Test Phone Number field. It defaults to your sub-account's country. 2\. To use a different country, click the flag and search by country name or dialing code. 3\. Enter the phone number in local format for the selected country and Click Send test SMS. ![Step-by-Step: Configuring the “Send SMS” Action (image 7 of 11)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155079722813/original/3shK6hN_PUfcsr0PPYzvft9w5L9xS5qTAA.png) **Step-by-Step: Configuring the “Send SMS” Action (image 7 of 11)** This screenshot appears in the "Step-by-Step: Configuring the “Send SMS” Action" section of "Workflow Action - Send SMS". The text alongside this image reads: 3. Enter the phone number in local format for the selected country and Click Send test SMS. Immediately after, the guide continues: Step 6: Save and Test the Workflow. - What to fill in: 3. Enter the phone number in local format for the selected country and Click Send test SMS. - Controls: Step 1: Add the “Send SMS” Action, Step 2: Name the Action, Step 3: Compose the Message, Step 4: Add Attachments (Optional), Step 5: Test the SMS, Step 6: Save and Test the Workflow - Next: Step 6: Save and Test the Workflow **Step 6: Save and Test the Workflow**     •    Save the workflow and ensure the SMS triggers as expected by testing with sample data. ![Step-by-Step: Configuring the “Send SMS” Action (image 8 of 11)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155037717636/original/MhyfQA1O-cBNHGsREX8QLgHsHiXIiAKatg.png) **Step-by-Step: Configuring the “Send SMS” Action (image 8 of 11)** This screenshot appears in the "Step-by-Step: Configuring the “Send SMS” Action" section of "Workflow Action - Send SMS". The text alongside this image reads: • Save the workflow and ensure the SMS triggers as expected by testing with sample data. Immediately after, the guide continues: Multi-Stage Appointment Reminder. - How to confirm: • Save the workflow and ensure the SMS triggers as expected by testing with sample data. - Controls: Step 1: Add the “Send SMS” Action, Step 2: Name the Action, Step 3: Compose the Message, Step 4: Add Attachments (Optional), Step 5: Test the SMS, Step 6: Save and Test the Workflow - Next: Multi-Stage Appointment Reminder --- ## **Real-Life Example of the “Send SMS” Action** **Multi-Stage Appointment Reminder** **Scenario:** Reduce appointment no-shows with reminders. ![Real-Life Example of the “Send SMS” Action (image 9 of 11)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155037720188/original/IupbkZVZZnwlVj79eRr6EgHdqO95uVN8YA.png) **Real-Life Example of the “Send SMS” Action (image 9 of 11)** This screenshot appears in the "Real-Life Example of the “Send SMS” Action" section of "Workflow Action - Send SMS". The text alongside this image reads: Scenario: Reduce appointment no-shows with reminders. Immediately after, the guide continues: 1. Trigger: Customer booked an appointment. - What this covers: Scenario: Reduce appointment no-shows with reminders. - Controls: Multi-Stage Appointment Reminder - Next: 1. Trigger: Customer booked an appointment **Workflow:**     1.    **Trigger:** Customer booked an appointment     2.    **Action 1:** Wait 24 hours before the appointment.     3.    **Action 2:** Send reminder SMS 24 hours in advance.     •    **Message:** Hi {{contact.first\_name}}, this is a reminder for your appointment tomorrow at {{appointment.start\_time}}. Looking forward to seeing you! ![Real-Life Example of the “Send SMS” Action (image 10 of 11)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155037720211/original/IMO9U8SvgmQjahCbhZfEcElJjFBb0dkcaA.png) **Real-Life Example of the “Send SMS” Action (image 10 of 11)** This screenshot appears in the "Real-Life Example of the “Send SMS” Action" section of "Workflow Action - Send SMS". The text alongside this image reads: Hi {{contact.first_name}}, this is a reminder for your appointment tomorrow at {{appointment.start_time}}. Looking forward to seeing you! Immediately after, the guide continues: 4. Action 3: Wait 1 hour before the appointment. - What this covers: Hi {{contact.first_name}}, this is a reminder for your appointment tomorrow at {{appointment.start_time}}. Looking forward to seeing you! - Controls: Multi-Stage Appointment Reminder - Next: 4. Action 3: Wait 1 hour before the appointment.     4.    **Action 3:** Wait 1 hour before the appointment. ![Real-Life Example of the “Send SMS” Action (image 11 of 11)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155037720224/original/4w617tEuBrSk6w_d_R2iHdaSg3o0_lQ23A.png) **Real-Life Example of the “Send SMS” Action (image 11 of 11)** This screenshot appears in the "Real-Life Example of the “Send SMS” Action" section of "Workflow Action - Send SMS". The text alongside this image reads: 4. Action 3: Wait 1 hour before the appointment. Immediately after, the guide continues: 5. Action 4: Send another SMS reminder 1 hour before the appointment. - What this covers: 4. Action 3: Wait 1 hour before the appointment. - Controls: Multi-Stage Appointment Reminder - Next: 5. Action 4: Send another SMS reminder 1 hour before the appointment.     5.    **Action 4:** Send another SMS reminder 1 hour before the appointment.     •    **Message:** Hi {{contact.first\_name}}, your appointment is in an hour at {{appointment.start\_time}}. See you soon! --- ## **Frequently Asked Questions** **Q: Can I personalize SMS messages sent through the “Send SMS” action?** Yes. The Send SMS action supports dynamic fields that allow you to personalize messages using contact and appointment information, such as the contact’s first name, appointment time, or custom fields. This helps make messages more relevant and engaging. **Q: Is it possible to include links or attachments in SMS messages?** Yes. While SMS messages do not support direct file attachments, you can include URLs that link to files, documents, maps, tickets, or other online resources. **Q: Can I test an SMS before activating the workflow?** Yes. The Send SMS action includes a **Test Phone Number** field that allows you to preview and send a test message before enabling the workflow, ensuring the message content and personalization appear as expected. **Q: When does the SMS get sent in a workflow?** The SMS is sent when the workflow reaches the Send SMS action, based on the triggers, conditions, and wait steps configured earlier in the workflow. This allows precise control over message timing and delivery. --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com