Call Telemetry for Cisco

Appearance

Twilio SMS to Caller App - Automated Post-Call Messaging ​

Overview ​

The Twilio SMS to Caller app is a post-call application that automatically sends SMS messages to the calling party after their call completes. This powerful engagement tool enables satisfaction surveys, appointment confirmations, follow-up information, and service notifications - all triggered automatically based on your call routing policies.

Why Use This App ​

  • Boost Customer Engagement: Automatically follow up with callers via SMS
  • Gather Feedback: Send satisfaction surveys with configurable sampling rates
  • Reduce Call Volume: Provide information via SMS instead of keeping callers on hold

Key Features ​

  • Smart Sampling: Send to all callers or a random percentage (1-100%)
  • Template Variables: Personalize messages with call data
  • International Support: Send SMS to any SMS-capable number

Prerequisites ​

Before configuring the Twilio SMS to Caller app:

Configuration Steps ​

Step 1: Create the SMS App ​

Navigate to Policies → Apps → Post Call Apps → Select Twilio SMS to Caller → Click Create App

Step 2: Configure Message Settings ​

Fill in the app configuration:

  • App Name - "Customer Survey SMS" or "Appointment Confirmation"
  • Description - Brief description of the SMS purpose
  • App Order - Execution order (10-100) when multiple post-call apps are configured
  • Message Text - Your SMS content with optional template variables (160 char recommended)
  • Trigger Percentage - 1-100% (percentage of calls that receive SMS)

Step 3: Compose Your Message ​

Use template variables to personalize messages:

Thanks for calling! Rate your experience 1-5.
Called: {{ event.called_number }}
Time: {{ event.inserted_at }}

Available Template Variables ​

Call Event Data ​

  • {{ event.calling_number }} - Calling party number (SMS recipient)
  • {{ event.called_number }} - Number they called
  • {{ event.calling_devicename }} - Device name (e.g., SEP123456789ABC)
  • {{ event.trigger_point_type }} - Where call was intercepted
  • {{ event.inserted_at }} - Event timestamp

Data from Other Apps ​

  • {{ app_data.[app-name].data.field }} - Access data from previous apps
  • Example: {{ app_data.phone-discovery.data.phone.extension }} - Caller's extension

Trigger Percentage Explained ​

The trigger percentage controls SMS sampling:

  • 100% - Every caller receives an SMS
  • 50% - Random 50% of callers receive SMS
  • 25% - 1 in 4 callers receive SMS
  • 10% - Light sampling for ongoing surveys
  • 0% - Temporarily disable without deleting

Perfect for A/B testing messages or controlling survey volume.

Common Use Cases ​

Customer Satisfaction Survey ​

How was your support call today?
Reply 1-5 (5=Excellent)

Trigger: 30% for ongoing feedback

Appointment Confirmation ​

Appointment confirmed!
We'll see you tomorrow at 2 PM.
Questions? Call back anytime.

Trigger: 100% for all appointment calls

Call Reference ​

Thanks for calling {{ event.called_number }}
Save this number for future reference.
Visit our FAQ: company.com/help

Trigger: 100% for support calls

Sales Follow-up ​

Thanks for your interest!
Check your email for product info.
Special offer: company.com/save20

Trigger: 100% for sales inquiries

Testing Your SMS App ​

Step 1: Configure Test Number ​

When creating the app, use the optional test number field to send initial tests without affecting real callers.

Step 2: Use Call Test ​

  1. Go to Policies → Call Test
  2. Enter test calling and called numbers
  3. Select the policy with your SMS app
  4. Click Run Test
  5. Check the results for SMS delivery status

Step 3: Start with Low Percentage ​

Begin with 5-10% trigger rate to validate:

  • Message formatting
  • Template variable replacement
  • Delivery success
  • Customer response

Compliance and Best Practices ​

TCPA Compliance ​

  • This app is intended for post-call engagement only, not for unsolicited marketing.
  • Ensure recipients have consented to receive SMS messages
  • You may investigate using Twilio service to manage opt-outs and compliance

Message Guidelines ​

  • Keep under 160 characters for single SMS
  • Test with various phone number formats
  • Use professional, clear language
  • Include actionable next steps

Timing Considerations ​

  • Messages send immediately after call ends
  • Consider recipient time zones
  • Respect quiet hours (configure in policy rules)

Troubleshooting ​

Testing Your Configuration ​

  1. Use the Test Number field when creating the app to send test messages
  2. Check the app execution logs in Call Test results
  3. Verify your organization has Twilio credentials configured
  4. Ensure the Twilio phone number is properly configured

Common Issues ​

If SMS messages aren't being sent:

  • Verify Twilio credentials are configured for your organization
  • Check that the trigger percentage is set above 0%
  • Ensure the calling number is SMS-capable (not a landline)
  • Review the app execution results in the Call Test logs

Output Data Structure ​

The SMS app returns execution results:

json
{
  "result": "success",
  "stage": "App TwilioSMS SendMessageToCaller",
  "data": {},
  "debug": {},
  "message": "Twilio Response: code 201",
  "provider_message": "Twilio Response: code 201"
}

A successful response indicates the SMS was accepted by Twilio for delivery.

See Also ​