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Outbound

SMS callback.

When a customer texts asking to be rung, the AI calls them straight back and picks up exactly where the SMS thread left off.

Goal

Continue the SMS conversation by voice. Greet briefly, confirm what they were after from the thread, and handle it live (booking, message capture, on-call escalation) or transfer — without making them re-explain what they just typed.

Triggers

  • A customer's inbound SMS asks to be called (the SMS assistant flags it for an immediate callback)
  • Fires within seconds — the customer is expecting their phone to ring

What the AI does

  • Opens with AI + recording disclosure that references the SMS, so the customer never wonders 'why are you calling'
  • Reads the recent SMS thread and names the topic ('the toilet replacement — what's the question?')
  • Already knows the callback number (the one they texted from) — never asks for it
  • Books, reschedules, or captures a message as the request needs
  • Transfers a genuine after-hours emergency to on-call

What the AI won't do

  • Open like a cold call ('is this a good time?') — they just asked for the ring
  • Push the customer to commit ('keen to go ahead?') — they texted to talk, not to buy
  • Invent scope the SMS didn't actually state
  • Quote a price — a human calls back with a real number

Tools available to the AI

lookup_customer_historycreate_jobbook_job_timereschedule_job_timecancel_job_bookingsuggest_alternative_timescreate_message_for_ownerschedule_callbacktransfer_to_oncall

Tools are typed and bounded — the AI calls them, it doesn't define them. Each tool call is logged with an idempotency key, so retries never produce duplicates.

Success looks like

A customer texts 'can you call me?' and the phone rings in seconds with an assistant that already knows what they were asking about. No hold music, no re-explaining, no missed lead overnight.

Toggle

Dashboard → Workflows → SMS callback · on/off. Off means an SMS callback request is captured as a message for you to action instead of an immediate call.

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