Who This Is For / When to Use
This article is for teams that want human-controlled SMS outreach inside workflows, such as high-touch sales, sensitive follow-ups, or exception handling where automated messages are not appropriate.
What the Manual SMS Action Does
The Manual SMS action creates a manual task for a user to send an SMS message to a contact.
When this action runs:
A manual task is created
The task is assigned to a user
The task appears in Conversations > Manual Actions
The user manually reviews and sends the SMS
No SMS is sent automatically.
How to Add the Manual SMS Action
Step 1: Create or Open a Workflow
Go to Automations > Workflows.
Create a new workflow or open an existing one.
Step 2: Add the Manual SMS Action
Click the + icon in the workflow builder.
In Communication, select Manual Action to SMS.
Configure the Manual SMS Action
Action Name
Set an internal name to identify this task.
Example:
Manual Follow-Up SMS
Message Content
Enter the SMS message that the user will see when completing the task.
Templates are optional
The message can be edited by the user before sending
Dynamic values can be included
Save the Action
Click Save Action to add the Manual SMS step to your workflow.
Assigning the Task to the Correct User
To ensure the Manual SMS task is delivered to the right person, add an Assign User action before the Manual SMS step.
Step 1: Add Assign User Action
Click + above the Manual SMS action.
Select Assign User.
Step 2: Select User or Team
Choose a specific user or multiple users (round-robin)
Optionally enable Only apply to unassigned contacts
Completing the Manual SMS Task
Where to Find Manual SMS Tasks
Go to Conversations > Manual Actions.
Filter by workflow, contact, or assigned user.
Sending the SMS
Open the Manual SMS task.
Click Let’s Start.
Review or edit the message.
Send the SMS.
Testing the Workflow
Before publishing:
Add a test contact.
Enroll the contact in the workflow.
Confirm the Manual SMS task appears in Conversations > Manual Actions.
Common Issues and Fixes
Manual SMS Task Not Created
Ensure the workflow is published
Confirm the workflow reaches the Manual SMS step
Task Assigned to the Wrong User
Verify the Assign User action placement
Confirm user selection settings
User Cannot Send SMS
Confirm the contact has a valid phone number
Confirm SMS is enabled for the channel
Frequently Asked Questions
Does Manual SMS send messages automatically?
No. The message must be manually reviewed and sent by the assigned user.
Can the message be edited before sending?
Yes. The assigned user can fully edit the message.
Where do users find their Manual SMS tasks?
In Conversations > Manual Actions.
Can I combine Manual SMS with automated actions?
Yes. Manual SMS can be used alongside automated emails, tags, or workflow branches.