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Guided Selling
Using Guided Selling
Engage
Complete Actions on Engage
Send a Message from Engage

Send a Message from Engage

Role:
Sequence Agent
License:
Guided Selling

Engage supports both Manual and Automatic SMS sequence actions. Manual SMS actions are completed by a rep from Engage using the RingDNA dialer, while Automatic SMS actions are sent by Guided Selling without requiring the rep to manually send the message.

SMS actions can use SMS Templates to provide consistent, personalized message content.

Complete a Manual SMS Action

Manual SMS actions appear in Engage for the rep to review and send.

  1. Open the Engage view.
  2. Ensure you are on the Due Now tab.
  3. Find an SMS action and click SMS to open the message window in the RingDNA dialer.
  4. Review or edit the message.
  5. Click Send.
Expanded Manual SMS action in Engage showing the sequence name, action name, SMS template details, and Message button.

After you send the message, a new Conversation record is created with SMS details, including the sent time, phone number, and status. The completed Participant Action is then removed from your Engage action list.

SMS Templates and Merge Fields

A Manual SMS action can have an SMS Template assigned to it. When you click SMS from Engage, the assigned template is loaded into the RingDNA dialer.

If the template contains merge fields, those fields are resolved when the template is loaded into the dialer using data from the associated Salesforce records. This allows you to review the personalized message and make any edits before sending it.

For details about creating SMS Templates and using merge fields, see SMS Templates.

Missing Phone Number for Manual SMS

For Manual SMS actions, the SMS control cannot be used if the participant does not have a usable phone number. Add or correct the phone number on the Salesforce record, then retry the action.
Manual SMS action in Engage with no phone number available, showing Edit Information and the No phone number found message.

Automatic SMS Actions

SMS sequence actions can also be configured as Automatic. Automatic SMS actions are sent by Guided Selling on schedule without requiring the rep to open the RingDNA dialer or manually click Send.

Automatic SMS actions use the SMS Template assigned to the sequence action. Merge fields in the template are resolved using Salesforce record data when the message is sent.

If an Automatic SMS action does not have an available phone number, Guided Selling does not attempt to send the message. Instead, the action is converted to a Manual SMS action and remains available for the rep to address in Engage.

For information about configuring and managing Automatic SMS, see Automatic SMS.