Call a website lead, then follow up by SMS

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.