---
title: "Call a website lead, then follow up by SMS"
description: "Build a requested follow-up with busy, consent and callback branches."
url: "https://documentation.verbatik.com/deploy/lead-follow-up/"
---

# Call a website lead, then follow up by SMS

Build a requested follow-up with busy, consent and callback branches.

This example starts with a person requesting contact on a clinic website. The Flow calls after a short wait. If the person is busy and agrees to a text, it sends details and waits for a callback.

## Prepare the resources

Publish an agent, configure an outbound source number and a customer-owned SMS sender. Obtain calling permission and separate SMS opt-in in the website form. Keep the consent source/date and do-not-call state. Production outbound/SMS services need activation before a live run.

## Configure the template

1. In **Flows**, choose **Website lead: call in 10 seconds**.
2. Configure the trigger to match the form source or relevant contact segment. Prevent unrelated imports from enrolling by accident.
3. Set **Wait (seconds)** to `10`.
4. Review **Validate lead and calling permission**. Calling consent must be granted and suppression respected before the call.
5. On the call step select **Voice agent**, **From number** and **What should the agent do?** Use a task such as: “Introduce the clinic, say you are following up on their request, ask what they need and offer an appointment. If they are busy, ask permission to send a brief text and invite a callback.”
6. Review outcome branches including **busy**, **booked**, **completed**, **failed** and **unknown**. Do not map unknown to success.
7. On the SMS eligibility condition, require explicit SMS permission. The starter uses `contact.fields.smsConsent` equal to `true`.
8. Select the SMS sender and replace placeholder wording and callback number. Example: “Hi {{contact.firstName}}, this is {{workspace.name}} following up on your request. Please call {{callback.number}} when convenient. Reply STOP to opt out.” Only insert variables available to that run.
9. Set **Wait for the lead to call back**, a timeout and separate received/timeout endings.

## Connect the form

Save the draft and open the generated form/webhook setup. Submit from your server using the shown URL, secret and payload contract. Do not place private keys in website JavaScript. A form that only emails reception does not automatically create a Verbatik contact or event.

## Test before activating

Simulate interested, busy, no-answer, declined consent, SMS-not-allowed and callback paths. Then, after channel activation, use your own controlled contact for an end-to-end test. Confirm no text is sent without consent and no repeated call occurs after a callback. A delay is subject to the Flow’s calling schedule and account limits.