Overview

"Manual SMS actions are a great way to add the human element and incorporate personalized communication into your SMS campaigns." This feature enables businesses to blend automated workflows with personalized, human-driven interactions.

Key Benefits

Five reasons to use manual SMS actions:

1. Customer Interaction — Prompts team members to respond personally to inquiries for a tailored experience
2. Approval Processes — Acts as a review checkpoint for critical decisions or sensitive information before proceeding
3. Verification and Validation — Allows human review of automated responses and customer confirmations
4. Complex Workflows — Serves as a checkpoint for multi-system or multi-team processes requiring human oversight
5. Time-Sensitive Information — Enables immediate manual triggering when messages need prompt delivery

Setup Instructions

Desktop Workflows

Access the workflow builder and add a manual SMS action step to your automation sequence. (Visual guide provided via GIF in original article)

Mobile App Usage

1. Click the hamburger menu
2. Select "Manual Actions"
3. Tap the blue "PLAY" button to view pending actions
4. For manual calls, select options based on call outcomes for reporting purposes

Accessing Manual Actions

Desktop: Conversation tab > Manual Actions

Mobile: Conversation tab > Manual Actions (see mobile section above)