> ## Documentation Index
> Fetch the complete documentation index at: https://sippet.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure messaging and follow up across channels

> Set up messaging and use it to continue a support conversation after voice or email.

## 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

In `Settings > 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

In `Templates`:

* 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.

## Related pages

* [SMS & WhatsApp overview](/console/sms-whatsapp)
* [Create reusable templates](/console/templates-guide)
* [Use conversation memory across channels](/console/conversations-memory-guide)