/docs/comms/sms-sequences
SMS sequences
Text follow-ups that respect consent and integration honesty.
Purpose
SMS sequences mirror email nurture for high-intent leads — appointment reminders, thank-you, re-engage — via Twilio when connected.
Setup
- Settings → Integrations — Twilio account SID, token, sending number.
- Configure inbound webhook so replies route to CRM (operator doc).
- Default opt-in language on lead forms for promotional SMS.
- Test with internal numbers before customer blast.
Daily workflow
- Enroll lead from detail or bulk rule (manager).
- Watch delivery status — failed sends show provider error, not fake success.
- Stop sequence on “STOP” reply or manual opt-out flag.
- Link hot replies to task for salesperson callback.
Key fields
| Field | Notes |
|---|---|
| From number | Twilio long code / toll-free |
| Step delay | Minutes/hours/days |
| Consent | Required for marketing texts |
| Template body | Keep under segment limits |
Permissions
- BDC — enroll; view own threads.
- Manager — template edit, bulk enroll.
- Admin — Twilio credentials.
Canadian notes
- CASL — express consent for commercial SMS; document how consent was obtained.
- 10DLC / registration — Twilio compliance is your Twilio account responsibility.