SMS Automation

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SMS Automation Action Improvements

Introduction

The **SMS Automation Action Improvements** introduced in August 2024 aim to significantly enhance the way users engage with contacts through SMS in their automation workflows. These updates bring a streamlined experience, modernized interface, and better personalization tools to help marketers improve customer reach and responsiveness via mobile messaging.

With SMS being a critical communication channel across ecommerce, events, and feedback collection, these enhancements make it easier than ever to configure, preview, and personalize SMS messages directly inside your **Automations** in ActiveCampaign.

This update is available for accounts on Marketing or Sales plans starting with **Plus**, **Professional**, and **Enterprise**, as long as the **SMS add-on** is active. New customers from June 3, 2024, should check the [pricing page](https://activecampaign.com/pricing) for SMS availability in their plan.

How to Access This Feature

To use the improved SMS automation action:

1. Navigate to your ActiveCampaign dashboard. 2. Click on the **Automations** tab in the main menu. 3. Select an existing automation or create a new one using the **+ Create an Automation** button. 4. In the **Add New Action** menu in the automation builder (also known as the **Automation Canvas**), choose the **Send SMS** action from the list of available actions. 5. Proceed with setup using the newly updated configuration interface.

• Note:* SMS is only available as an add-on. To activate it, users must first **purchase the SMS add-on and SMS credits**. See the 2024 Release Notes for compatible plan types.

Step-by-Step Instructions

Step 1: Create or Open an Automation

- Navigate to **Automations**. - Click **+ Create an automation** or open an existing one. - Choose the automation trigger (e.g., **Makes a purchase**, **Abandons cart**, etc.), then click **Continue**.

Step 2: Add the Send SMS Action

- In the **Automation Canvas**, click the **+** icon to add a new action. - In the action menu, select **Send SMS** under the **Sending Options** category. - Click to open the **Send SMS** configuration panel.

Step 3: Configure the SMS Message

- In the **Message field**, enter your desired text. - Use chip-based tags for **personalization** (e.g., Contact first name, Account details, etc.). - Begin typing a personalization variable (like “first”) and ActiveCampaign will suggest the available tags. - Click on the tag to insert it into your message. - Use the **SMS preview window** to view what your message will look like for the contact.

Step 4: Save Your Configuration

- Once complete, click **Save** to finalize the SMS action. - Activate your automation when ready by turning the **Active** toggle on.

Configuration Options and Settings

The enhanced configuration interface includes the following key features:

• Message text field: Compose your SMS content here using a character-limited text box.
• Personalization chip selector: Visual chips allow intuitive tag selection, categorized by Contact, Deal, Account, and Custom Object fields.
• Type-ahead autosuggest: Quickly access personalization tags by typing their names.
• Message preview: A live preview panel that reflects exactly how your message will render in a live environment.
• Save button: Commits SMS content and personalization settings to your automation.

These updates provide a unified and error-resistant method of crafting personalized SMS messages with minimal effort.

Best Practices and Tips

Here are several best practices to keep in mind when using the enhanced SMS automation action:

• **Keep it concise** – SMS character limits remain in effect. Brevity ensures delivery and clarity.
• **Use personalization effectively** – Use first names or products in your messages to build trust and increase engagement.
• **Preview before deploying** – Always check the **SMS message preview** to avoid formatting errors.
• **Check compliance regulations** – Ensure your messages comply with local SMS marketing laws and opt-in requirements.
• **Combine with other automation tools** – Pair SMS actions with email or tag-based triggers to build cohesive workflows.

Common Use Cases with Examples

Here are some practical ways to implement SMS messages in your automations:

Abandoned Cart Reminders

Send a timely message when a customer leaves items in a cart:

> “Hi Template:First name, you left something behind! Complete your purchase now and get free shipping.”

Set this up using a trigger like **Abandons cart** followed by the **Send SMS** action.

Webinar Reminders

Automate reminders an hour before a webinar starts:

> “Reminder: Your event 'Marketing Live 2024' starts in 1 hour. Join us here: [link]”

Tie to a **Date & Time** condition or relevant **Tag**.

Feedback Collection

Request reviews through SMS after interaction with your product or service:

> “Hi Template:First name, we’d love your feedback! Tell us about your experience: [survey link]”

Trigger based on **Order Complete** or **Tag added**.

Each of these use cases is available as a plug-and-play recipe inside the [ActiveCampaign Marketplace](https://www.activecampaign.com/marketplace).

Troubleshooting

Below are common issues and suggested resolutions:

• SMS add-on not available: Ensure your account has the necessary permissions and add-on. Visit the [pricing page](https://activecampaign.com/pricing) or contact support.
• Message not sending: Check that you’ve added SMS credits and that the contact has a valid phone number format.
• Tags not rendering in preview: Ensure that personalization tags are valid and enclosed in the correct syntax (e.g., Template:First name).
• No preview available: Reload the configuration panel or try another browser to isolate browser-related rendering issues.

Related Features

The SMS Automation Action Improvements work closely with other automation features:

• Automation – Core feature allowing trigger-based workflows.
• [Send SMS messages with automation](https://help.activecampaign.com/hc/en-us/articles/115000103510-How-to-send-SMS-messages-to-your-contacts)
• [Purchase the SMS add-on](https://help.activecampaign.com/hc/en-us/articles/115000105844-Purchasing-the-SMS-add-on-and-SMS-credits)
• [Automation Canvas Enhancements](https://help.activecampaign.com/hc/en-us/articles/15215403284508-Automation-Canvas-Enhancements)
• [CX App Automation Actions](https://help.activecampaign.com/hc/en-us/articles/15428388148508-Updates-to-CX-App-Automation-actions)
• [Action Updates: Sub/Unsub, Add/Remove Tag, Math](https://help.activecampaign.com/hc/en-us/articles/15428354770716-Action-Updates-Sub-Unsub-Add-Remove-Tag-Math)

Frequently Asked Questions (FAQ)

1. Who can access the enhanced SMS automation action? The feature is available to users on **Marketing** or **Sales** plans at the **Plus**, **Professional**, or **Enterprise** level with the **SMS add-on** enabled.

2. What’s new in the personalization system? A chip-based personalization experience with **type-ahead suggestions**, easy tag browsing, and full access to all personalization categories (Contact, Deal, Account, Custom Object).

3. Can I preview my SMS message before sending? Yes. The improved **SMS message preview** shows exactly how the message will appear to your contacts.

4. Do these changes affect my current automations? No. Existing SMS actions will remain functional. However, you may choose to edit those actions to take advantage of the new personalization and layout updates.

5. Is the SMS feature included in my plan by default? Not always. It is available as an **add-on**. New customers after June 3, 2024, should check the [pricing page](https://activecampaign.com/pricing) to confirm inclusion.

6. What happens if I exceed the SMS character limit? Additional characters may split the message across multiple SMS units, consuming more credits. Check the **SMS preview** to estimate length.

7. Do I need to get explicit consent from contacts to send SMS messages? Yes. As per compliance best practices, ensure that all SMS recipients have opted in to receive text communication.

Summary

The August 2024 **SMS Automation Action Improvements** elevate how marketers use SMS in automations. With a redesigned interface, more intuitive personalization, and built-in message previews, configuring effective SMS actions within ActiveCampaign has never been easier. These improvements support better engagement and more agility in your cross-channel marketing efforts.

For help with enabling this feature or activating SMS credits, refer to the [Purchase the SMS add-on](https://help.activecampaign.com/hc/en-us/articles/115000105844-Purchasing-the-SMS-add-on-and-SMS-credits) article.