Zoho CRM | Send automated SMS/MMS messages

Create custom workflow rules to send SMS/MMS messages automatically, or set up a system that delivers SMS messages on its own.

Create custom workflow rule for automated SMS/MMS messages

1. Log in to Zoho CRM.
2. Click on the ⚙️ Settings icon from the left-side menu bar.
3. Click on Workflow Rules (under Automation).

4. Click on the Create Rule button.

   

5. In the pop-up window, configure the rule:
   • Module: Select a Module where the workflow will take place e.g. Leads
   • Rule Name: Enter a Rule name e.g. Welcome SMS

   • (Optional) Description: Enter a description to easily identify the rule e.g. Welcome message

     

6. Click on the Next button.

7. In the workflow screen, select when to execute the rule e.g. trigger an SMS when a new Lead is created. To do this, select Record action and Create.

   

8. Click on the Next button.
9. Select which leads you would like to apply the rule to:

   • Leads matching certain conditions e.g. Lead Status isn't Contacted (SMS will only be sent to new leads who haven't received any communication yet)

     

   • All Leads
10. Click on the Done button.

11. From the Instant Actions drop-down menu, select Send Smooth SMS.

    

12. In the pop-up window, configure your SMS workflow:
    • Workflow SMS Description: Enter a description to easily identify the workflow.
    • Who should be notified of replies?: By default, this field will populate with Owner of each record. Use the drop-down to select Me if you (user creating the workflow) would like to receive all reply notifications.
    • From: By default, this field will populate with Record Owner's Number. Use the drop-down to select a different Sender ID number to send your message.
    • Number to send to: By default, this field will populate with All Possible Numbers. Click on the X to remove the nominated option and then use the drop-down to select which record number field to use e.g. Mobile.

    • Record to link to: This field identifies where to log workflow activity. By default, this field will populate with Leads, which will log any activity on the lead record. 

      (Optional) If you use the drop-down to add Send To User, a new Send To User - enter User ID field will appear and populate with #Owner.Id. This links the assigned record owner so they'll be notified of any messaging activity e.g. when a reply is received.

      

    • Message Template: Compose your message here. Use the merge field drop-downs to populate the merge fields in the message template.

    • Attachments: Add or drop file attachments.

      

    • Advanced Settings
      • Skip Duplicate Check: By default, duplicate messages are blocked from being sent to the same number. To continue blocking duplicate messages, keep this box unchecked.
      • Skip Reschedule Check: Holds a message from being automatically sent outside a predetermined time frame e.g. outside business hours. To avoid sending messages outside of this time, keep this box unchecked.

      • Drip SMS cancel on prior reply: If you're sending an automated Drip SMS Sequence, checking this box will stop any subsequent drip messages from sending if the contact responds. 

        If you're sending to a large volume of recipients, you may want to stagger your send - particularly if you're forwarding the replies to a mobile or want to be able to manage replies via the inbox to avoid receiving too many responses at the same time.

      • Campaign: If applicable, you can select a campaign name from the drop-down.

      • Manually input Campaign Id: If applicable, you can manually paste your campaign ID.

        

13. Click on the Save button.
14. Enter a Name for the Instant Action.
15. Click Save and Associate.
16. (Optional) If you want to create a Scheduled Action to follow your Instant Action e.g. send a follow-up message the day after the first message was sent, click on the Scheduled Actions section.

17. Select the number of Hours, Days or Minutes after the Instant Action you'd like to trigger the Scheduled Action. Click on the Next button.

    

    Note: The Scheduled Action will only trigger if Condition 1 remains 'true' e.g. if the condition is 'Lead Status isn't Contacted', if the lead isn't contacted within 1 day from the Instant Action triggering (Welcome SMS), then the Scheduled Action (follow up SMS) will trigger. If the lead is contacted and their status is updated, the follow-up message won't send.

18. From the Scheduled Actions drop-down menu, select Send Smooth SMS.
19. In the pop-up window, configure your Scheduled Actions SMS workflow. To make the experience more personal, remember to change the message content as this will be a follow-up message.
20. Click on the Save button.
21. Enter a Name for the Scheduled Action.
22. Click Save and Associate.
23. Click on the Save button in the bottom-left corner to confirm and activate your workflow.