[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eCCAI Platform enables sending SMS messages to users to trigger smart actions, which are actions that are generally not accessible during an IVR call, such as receiving media or verifying users.\u003c/p\u003e\n"],["\u003cp\u003eDuring an IVR call, agents can send a text message to prompt users to launch the company's app, facilitating the use of these SmartActions.\u003c/p\u003e\n"],["\u003cp\u003eAgents can send either an app installation link or an app open link via SMS, depending on whether the user already has the app installed.\u003c/p\u003e\n"],["\u003cp\u003eAfter the app is opened via SMS link, the customer's name and ID are synced to the agent's widget, and SmartActions become available.\u003c/p\u003e\n"],["\u003cp\u003eThe use of SMS in calls is conditional to the In-Call SMS being configured.\u003c/p\u003e\n"]]],[],null,["# Send SMS to launch SmartActions\n\nContact Center AI Platform (CCAI Platform) can send SMS messages to the end-user to launch smart\nactions.\n\nSend SMS to launch App for smart actions during an IVR call\n-----------------------------------------------------------\n\nSmartActions (receiving photos, videos, screenshots, verifying\ncustomers, and receiving text input) are not typically available during\nan IVR call.\n\nYou can prompt the end-user to launch their app for your company.\n\nOnce the app is installed and launched, you can use these SmartActions\nwith a customer **during an IVR call**.\n\n### Prerequisites\n\n- **In Call SMS** is configured.\n\n- The caller has downloaded the app, if not send them a text message\n to download the app.\n\n### How to send app open and download text messages\n\n1. Sign in to the agent call adapter.\n\n2. **Accept Call:** Clicking on the desktop notification will accept\n the call.\n\n or\n3. **Accept Call:** Clicking **Click To Answer** will accept the call.\n\n4. Click the **Actions** button to present options for sending SMS to\n open or download your app.\n\n5. If the end-user doesn't have your app, click **Send SMS to Install\n App** to send them an app installation link.\n\n6. If the end-user has downloaded your app, click **Send SMS to Open\n App** to send an SMS link to open the app.\n\n7. Confirmations appear next to the SMS request you have sent.\n\n8. When the app is opened, the customer name and ID sync to the\n widget.\n\n9. Once the app is opened, SmartActions are now available during your\n IVR call."]]
