Goal
Set up an outbound messaging flow so your team or AI agents can follow up with a contact over SMS or WhatsApp.Before you start
- You should have a contact record with a valid phone number.
- If you are using WhatsApp, a WhatsApp account should be connected.
- If you want structured follow-up, create an SMS template first.
Step 1: configure sender settings
InSettings > Telephony & SMS:
- review the SMS sender configuration
- confirm any phone numbers used for messaging are ready
- verify the channel you plan to use fits your region and workflow
Step 2: connect a WhatsApp account
If you want chat-based follow-up:- create an organisation-scoped sender account
- start pairing for that account and scan the QR code from WhatsApp on your phone
- choose which account should handle outbound communication
- confirm the account reaches a connected state before using it in production
Step 3: prepare templates
InTemplates:
- create a reusable SMS template for reminders, links, or support updates
- keep variables simple and operational, such as customer name or next-step URL
Step 4: continue the conversation
Use messaging when:- a call ends but action items remain
- a customer prefers async communication
- an AI agent needs to re-engage a contact outside a live call
Example workflow
- an AI agent finishes a product-support call
- the customer needs setup instructions and a follow-up link
- your team sends an SMS or WhatsApp message with the next step
- the conversation stays tied to the same contact context in Sippet
What good looks like
- your outbound message is tied to the correct contact
- the contact’s conversation history shows the follow-up
- templates make repeated outreach consistent across the team
Troubleshooting
- If delivery is inconsistent, review channel configuration before scaling the workflow.
- If message context feels disconnected, make sure your team works from the same contact and conversation records.