62.1 SMS Overview

AIUNIFY CRM includes an operational SMS workspace for sending custom text messages and working with reusable SMS Templates.

SMS access is permission-controlled. The Send Custom SMS action requires the applicable custom-send capability, while other SMS functions can have separate permissions.

62.2 SMS Navigation

When the SMS module and your operational permissions make the feature available, the SMS navigation can contain:

• Send Custom SMS.
• SMS Templates.
• Schedule SMS.

Scheduled SMS is covered separately in Chapter 63.

62.3 Opening Send Custom SMS

1. Open the SMS menu.
2. Select Send Custom SMS.
3. Review the available recipient-selection options.
4. Select the intended recipients.
5. Enter or select the message content.
6. Review the message before sending.
7. Send the SMS.
8. Review the resulting success or error response.

62.4 Recipient Information

The SMS workflow can retrieve CRM Customer and Lead information for recipient selection.

Select recipients based on the actual business purpose of the message. A recipient must have usable telephone information for the SMS workflow to deliver a message successfully.

62.5 Valid Phone Numbers

The SMS module can report that no contacts were found with a valid phone number when the selected audience does not contain usable numbers.

If this occurs, review the relevant Customer, Contact, or Lead record. Correct legitimate contact information on the source CRM record rather than repeatedly attempting to send to an unusable number.

62.6 SMS Templates

The SMS Templates workspace stores reusable message content that can reduce repetitive typing and help users maintain consistent wording.

The confirmed Template workflow contains fields including:

• Template Name.
• SMS Text.
• An option to show a Template to all staff.

62.7 Creating a Reusable Template

When the Template action is available in your SMS workspace:

1. Open SMS Templates.
2. Check whether an appropriate Template already exists.
3. Add a Template when a reusable message is needed.
4. Enter a descriptive Template Name.
5. Enter the SMS Text.
6. Review the visibility option presented by the Template form.
7. Save the Template.
8. Open or retrieve the Template again to confirm the saved content.

62.8 Editing Existing Templates

The module supports loading an existing Template and updating its stored content.

Edit a Template when its intended purpose remains the same but the reusable wording needs correction or improvement. If the business purpose is materially different, a separate Template can make future selection clearer.

62.9 Choosing Message Content

Whether you write a custom message or use Template content, review the final text that will be sent.

Check names, dates, offers, links, amounts, and other variable business information. A reusable Template should not cause outdated information to be sent to a Customer or Lead.

62.10 Sending Custom Messages Carefully

Before sending:

• Confirm the intended audience.
• Confirm the telephone information.
• Confirm the message is appropriate for that audience.
• Check spelling and links.
• Avoid including sensitive information that does not belong in a text message.
• Verify the send result after submission.

62.11 Recommended SMS Workflow

1. Identify the communication purpose.
2. Open Send Custom SMS.
3. Select the correct CRM recipients.
4. Use an appropriate Template or write the message.
5. Review the final text.
6. Send the message.
7. Confirm the result.
8. Update the related CRM record when the communication changes the next action.

62.12 Best Practices

• Use Templates for genuinely reusable messages.
• Give Templates clear names.
• Verify phone numbers at the source record.
• Review every message before sending.
• Keep Customer and Lead communication relevant to the business relationship.
• Use scheduled messaging only when future delivery is intentional.