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Node — Send SMS

Overview
Send custom SMS messages to specified recipients as part of a workflow.

Use case
For example, automatically notify customers with a tracking number after an order is shipped.

Before you start​

  • Configure Twilio (Global SMS) under
    Org Admin > Integration > System Services

  • Ensure your organization has sufficient credits under
    Org Admin > Home

Setup steps​

  1. Add a Send SMS node
  2. Select recipients
  3. Configure the message content
  4. Test the workflow

1. Add a Send SMS node​

2. Select recipients​

You can define recipients using one or more of the following methods:

  • Manual input
    Enter one or more phone numbers directly

  • Telephone field
    Select a telephone-type field from the record

  • Text field
    Use a text field containing phone numbers

    Note: Phone numbers must include a country code (for example, +86)

  • Roles or departments
    Select from Contacts. Messages will be sent to all members in the selected roles or departments

  • Node object
    Select participants such as the initiator or approver

Important
When selecting recipients via users or roles, ensure all users have a phone number bound to their account.
If any user does not have a valid phone number, the node will fail and stop the workflow.

3. Configure message content​

An SMS message consists of a signature and a message body.
You can create reusable templates for different scenarios.

3.1 Create a template​

Entry point​

In the node configuration panel, click Create New Template.

SMS signature​

  • For Mainland China numbers, the signature is fixed as 【上海万企明道】
  • For phone numbers in other regions, the signature is not applied

Message type​

  • Required when sending to Mainland China numbers (for compliance purposes)
  • Not applicable for phone numbers in other regions

Message body​

You can combine static text with dynamic values from workflow data.

For example, selecting a tracking number field ensures each message includes the corresponding value from the record.

Note
When sending to Mainland China numbers, avoid using 【】 in the message body.
These characters are reserved for SMS signatures. Use alternatives such as [], < >, or 《》.

3.2 Example message​

If the tracking number is SF202323232332, with the configuration above, the recipient will receive:

Manage SMS templates​

  • Edit templates
    Update template content after creation

  • Delete templates
    Deleted templates cannot be used in new nodes, but existing nodes using them are not affected

Troubleshooting: SMS not received​

  • Mainland China
    Messages may be filtered if the signature is not verified or if the content includes links or phone numbers
    Learn more

  • International SMS
    Twilio setup guide

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