Manage Manual Call and SMS Tasks

Some steps in a workflow need an actual human to make a call or send a personal text rather than having the system handle it automatically — a sales follow-up call, a manual approval text, a verification check. Manual Call and Manual SMS actions create exactly that kind of task for your team.

Adding a manual call to a workflow

1. Go to Automation and create (or open) a workflow.
2. Add a trigger — a tag being added, a form submission, an appointment being booked, or anything else relevant.
3. Click the + icon to add a new action.
4. Select the manual call action and give it a name.
5. Save and publish the workflow.

Adding a manual SMS action

Follow the same pattern in the workflow builder: add the manual SMS action at the point in your workflow where a human needs to step in and send a personalized text rather than an automated one.

Where these tasks show up

Once triggered, both manual call and manual SMS tasks land in the Manual Actions section under Conversations, available on both desktop and mobile. From there, your team can:

• See a queue of everyone who needs a call or text.
• Log the outcome of a call, or log an SMS reply.
• Mark each task as Complete, Skip, or send it back to be Re-queued.
• Filter the queue by status, assignee, source workflow, or date.
• Bulk-reassign tasks to a different team member.
• Share a filtered version of the queue with a teammate via a link.

When to use manual actions

Good candidates are anything that benefits from a personal touch or requires judgment — sensitive approvals, verification steps, or time-sensitive outreach — where you want a workflow to flag the moment action is needed, but still want a real person handling the interaction itself.