Create and send an SMS campaign

SMS campaigns let you send a single message to multiple contacts at once, directly from one of your agent's phone numbers. Use them for appointment reminders, promotions, follow-ups, or any proactive outreach.

You are responsible for ensuring contacts have opted in to receive SMS messages before sending.

Prerequisites

• At least one agent that is live (active) with a phone number provisioned.

• Contacts saved in VoiceCraft with phone numbers.

Create a campaign

In the sidebar, go to SMS Campaigns (under Outreach). Click New SMS Campaign.

Step 1: Compose

1. Enter a Campaign name to identify this campaign in your dashboard. Callers do not see this name.

2. Under Send from, select the agent and phone number you want to use.

3. Write your message in the message composer. Keep it concise — most carriers truncate messages over 160 characters.

4. Click Recipients to continue.

Step 2: Recipients

1. Select the contacts who should receive this message. You can search or filter the list.

2. The count at the bottom shows how many messages will be sent.

3. Click Schedule to continue.

Step 3: Schedule and launch

1. Choose Send now to send immediately, or Schedule to pick a date and time.

2. Set the Window start and Window end times. Messages are spread across this window to avoid sending everything at once.

3. Click Launch. A confirmation shows how many messages were queued (or that the campaign is scheduled).

After launching, you are taken to the campaign detail page where you can monitor delivery progress.

Automated messages vs. campaigns

SMS campaigns are manual outreach you initiate. Automated messages are triggered automatically by events (appointment booked, order placed) and are configured per agent in Behavior settings. Both use SMS but serve different purposes.

What to expect

Delivered messages appear in the delivery report on the campaign page. Failed messages show a reason code from the carrier. The overall campaign status updates to completed once all messages have been attempted.

Troubleshooting

No agents appear in the "Send from" list. Only active agents with a provisioned phone number appear here. Go to your agent's Channels tab and provision a phone number first.

The Launch button is disabled. You must complete all three steps: campaign name, at least one recipient, and a selected send-from agent.

Messages are not delivering. Confirm the contact phone numbers include the country code. US numbers should start with +1. Also check the SMS troubleshooting article for carrier-level issues.