This guide explains the attributes that allow your AI Employee to send SMS messages to users during an active conversation. These attributes control whether the feature is enabled and what content can be sent. All the attributes are configured in the Settings > Agent Behavior tab in the Newo.ai Portal.
SMS to User During Session - Enabled
IDN: project_attributes_sms_to_user_enabled
This attribute determines if your AI Employee can send messages directly to users during a conversation.
True: Send messages during live conversation.
False: Sending messages is disabled.
For example, if the AI Employee is assigned to a dental clinic, you may want to set this attribute to True to send an appointment reminder to the patient.
SMS to User During Session - Allowed Content
IDN: project_attributes_setting_sms_send_information_allowed_content
This attribute defines the content that can be sent in an SMS to users.
Format:
- [briefly specify the purpose of the SMS]: [specify the text contained in the SMS]
Example:
The user asks to schedule an appointment during the conversation, you could have an item in the project_attributes_setting_sms_send_information_allowed_content attribute that looks something like this:
- Appointment details: '[business_name]: Thank you for your request! Appointment details: address - [address], date and time - [date / time]. A representative will contact you to confirm the details.'
SMS to User During Session - Allowed Content Items
IDN: project_attributes_setting_sms_send_information_allowed_content_items
This attribute controls the allowed content (text or links) of your SMS message sent to a user.
🗒️ NOTE
In this attribute, you are listing items mentioned in the project_attributes_setting_sms_send_information_allowed_content attribute.
You need to have listed the same description in both attributes. This ensures the AI Employee sends only approved content and does not include unintended information.
For example, if any item is not present in both attributes, the AI Employee may encounter an inconsistency. This could result in no SMS being sent to the user.
Promotional SMS - Enabled
IDN: project_attributes_setting_session_ended_sms_enabled
This attribute enables sending promotional, marketing, or informational SMS messages to users after a conversation ends.
True: Automatically sends a promotional SMS when the session ends.
False: No promotional SMS will be sent.
🗒️ NOTE
Message content is defined in the project_attributes_setting_session_ended_sms_content attribute.
Promotional SMS Content
IDN: project_attributes_setting_session_ended_sms_content
This attribute defines the SMS content automatically sent to the user when the session ends.
Example:
Congrats! You are eligible to receive a 10% discount on your next online order at [business_name]. Please use the code HAPPY10 at checkout.
Real-world example: sales industry
Let’s assume you have an online business selling products, and you need to send an SMS message to a user directly after a call. The SMS should recap the call and ask for feedback on the experience. Also, you want to send a promotional SMS promoting a Black Friday deal where all customers get an extra 15% off sitewide. The setup would look something like this:
Set the
project_attributes_sms_to_user_enabledattribute to True.Add the following to the
project_attributes_setting_sms_send_information_allowed_contentattribute:- Summary of call: ‘Thank you for contacting [business_name]! [brief recap of the call]. Please rate your experience from 1 to 10.’
Add the following to the
project_attributes_setting_sms_send_information_allowed_content_itemsattribute:- Summary of call
Set the
project_attributes_setting_session_ended_sms_enabledattribute to True.Add the following to the
project_attributes_setting_session_ended_sms_contentattribute:It’s Black Friday Bonanza! You are eligible to receive 15% off sitewide on your next online order at [business_name]. Please use the code BFDEAL15 at checkout.