Create Human-Touch Tasks with Manual SMS and Manual Call

Some messages and calls work better coming from a real person. Manual SMS and Manual Call place a task in front of a team member and make the workflow wait until it is handled.

Where the tasks appear

Both create an entry in Conversations > Manual Actions. The execution log shows the item was added to the manual queue.

Manual SMS settings

• Action Name and optional Templates.
• Message: supports merge fields and trigger links.
• Add Attachment: by link.
• Test Phone Number: choose the country flag, enter a local number, and send a test. Invalid numbers show "Invalid phone number".

Manual Call settings

Only a name and the optional assignee are needed.

Assign To (Advanced Settings)

• A chosen user with contact access receives the task.
• If that user lacks access, it goes to the contact owner.
• With no choice, it goes to the contact owner.
• With no owner, it is marked Unassigned.

Set up

1. Add a trigger, such as Contact Created.
2. Click + and choose Manual SMS or Manual Call.
3. Name it, write the message if relevant, and set Assign To if needed.
4. Save and publish.

Finishing the task

Open Conversations > Manual Actions, handle the task, and delete it. Deleting is what releases the contact to the next workflow step. Calling someone from the Contacts page does not complete it.

Good to know: Add a Wait and a reminder task after a manual step, so a forgotten queue item does not hold contacts forever.