SMS Workflows: Text Message Automation for Guest Communication

We're excited to announce full SMS automation support for Workflows. Now you can reach your guests instantly via text message at every stage of their booking journey, complementing your email communications with the immediacy and high open rates of SMS.

🚀 What's New

SMS Workflow Actions

• Add SMS actions to any workflow trigger
• Send automated text messages for bookings, confirmations, delays, and cancellations
• Reach guests who prefer text communication over email
• Combine email and SMS in the same workflow for maximum reach

Smart Variable Interpolation

• Personalize SMS content with customer details (first name, last name)
• Include booking information (product name, date, time)
• Add workspace branding (business name, contact info)
• Dynamic content adapts to each guest and booking

Full Event Coverage

All workflow triggers now support SMS:

• Booking Created - Instant confirmation texts
• Booking Confirmed - Payment confirmation messages
• Time Delayed - Quick updates when schedules change
• Adventure Cancelled - Weather or operational alerts
• Pre-Adventure - Day-of reminders with meeting details
• Post-Adventure - Thank you messages and feedback requests
• Customer Cancellation - Acknowledgment and next steps

📱 Why SMS Matters

Higher Engagement

• 98% open rate vs 20% for email
• Most messages read within 3 minutes
• Direct line to guests' most-used device

Perfect for Time-Sensitive Updates

• Last-minute weather changes
• Meeting point updates
• Day-of reminders
• Quick confirmations

Reach Mobile-First Guests

• Many travelers check phones more than email
• International guests may not monitor email regularly
• SMS works without internet connection

🎯 Common Use Cases

Booking Confirmations

Hi {{customer.firstName}}! Your {{product.name}} is confirmed for {{adventure.date}} at {{adventure.time}}. See you soon! - {{workspace.name}}

Day-of Reminders

Reminder: Your {{product.name}} adventure is today at {{adventure.time}}! Meeting at [location]. Questions? Reply to this message.

Weather Alerts

Weather update: Your {{product.name}} on {{adventure.date}} has been rescheduled. We'll contact you shortly with new options.

Post-Trip Follow-up

Thanks for joining us for {{product.name}}! We'd love your feedback: [survey link]. Hope to see you again! - {{workspace.name}}

🔧 Getting Started

1. Navigate to Workflows in your dashboard
2. Create a new workflow or edit an existing one
3. Add an SMS Action to any trigger
4. Compose your message using variable placeholders
5. Preview character count and segment info
6. Activate the workflow

💡 Best Practices

Keep It Concise

• SMS works best under 160 characters (1 segment)
• Get to the point quickly
• Include only essential information

Include Your Business Name

• Always identify who's texting
• End messages with your workspace name
• Build brand recognition

Timing Matters

• Avoid late night or early morning messages
• Send reminders 24 hours before adventures
• Immediate confirmations are appreciated

Combine Channels

• Use SMS for urgent, time-sensitive info
• Send detailed information via email
• Layer communications for better reach

Character Counting

The system automatically detects:

• GSM-7 encoding (160 chars/segment)
• Unicode/UCS-2 (70 chars/segment)
• Multi-segment message costs
• Extended characters (€, ^, {, }) count as 2 characters

📊 SMS vs Email

🎬 What's Next

This release brings SMS to feature parity with email workflows. In future updates, we're exploring:

• SMS delivery analytics and reporting
• A/B testing for message optimization
• Scheduled batch SMS campaigns
• Two-way SMS conversations
• International SMS optimization

Start using SMS workflows today to connect with your guests in the moment that matters most!