New: SMS templates — send the right link before the caller hangs up.
Jul 2, 2026
A link sent after the call is a follow-up. A link sent before the caller hangs up is a resolution. This release is about the second one.
The gap we kept seeing
In our call recordings, the most common failure was not a wrong answer. It was a right answer that arrived twenty minutes later, in an inbox nobody was watching.
Templates, not free text
You write a short template once and attach it to an intent — order status, return, delivery window, warranty. When the agent reaches that point in the call, it sends the template with the caller’s details filled in.
- The link is sent while the caller is still on the line.
- The template decides what the link opens: ticket, tracking, or a booking page.
- Every send is logged against the ticket, so nobody has to ask whether it went out.
Timing rules
You can hold a send until the call ends, or fire it immediately. For returns we recommend immediate; for anything that depends on a lookup, holding it a few seconds avoids sending a link to a page that has not updated yet.
- fewer repeat calls on templates in beta
- median time from send to open
- extra tools needed
The call ends when the customer has what they came for — not when the agent finishes talking.
How to start
Pick the three intents that generate the most calls, write one template each, and leave the rest alone for a week. Templates that are not attached to a real intent tend to be templates nobody uses.