Use Message Follow Ups when you want Volie to text the customer automatically after an agent selects a disposition in a text conversation — for example, a confirmation after Appointment Scheduled.
Before you start
You need:
An Admin role (or access to edit the campaign in Campaign Builder)
The newer Alerts / Follow Ups experience (the campaign has a Follow Ups tab)
A Message Template for the confirmation text
The disposition you want to trigger the text (for example Appointment Scheduled) available on the campaign
Steps
Go to Admin → Campaigns and open the campaign.
Open Follow Ups.
Open Message Follow Ups.
Select Create / add a follow-up.
Choose the Follow Up Reason that should send the text. For an appointment confirmation, use the reason that fires on that disposition (for example a specific disposition such as Appointment Scheduled).
Select the Message Template the customer should receive.
Save the follow-up.
When an agent selects that disposition in the text conversation and saves, Volie can send that template to the customer.
Don't confuse these
Hot Alerts notify your team (email or Slack). They do not send a confirmation text to the customer.
Dispositions record the outcome of the conversation. The disposition itself does not send SMS. Message Follow Ups send the text.
vMessage / sending a template in the thread is a manual text from the agent.
SMS Follow Ups on a phone attempt send an automatic SMS after a call, not after a text disposition.
If you don't see Follow Ups
If Alerts only shows Email Templates, Alert Recipients, and Advanced Settings, this campaign is on the older Alerts experience. Hot Alerts on that screen still will not text the customer. Send the confirmation in the thread, or use Follow Ups when that tab is available.
What success looks like
The campaign Follow Ups → Message Follow Ups list includes the disposition you care about and a Message Template. After an agent saves that disposition in a text conversation, the customer receives that template.
Common questions
Can a disposition automatically send a text?
Yes. Configure Follow Ups → Message Follow Ups with that disposition and a Message Template. The disposition dropdown by itself does not send SMS.
I chose Appointment Scheduled. How do I send a confirmation?
Add a Message Follow Up that fires on Appointment Scheduled (or the appointment follow-up reason) and select your confirmation Message Template.
Are Hot Alerts the same as a confirmation text?
No. Hot Alerts notify staff. Customer confirmation texts are Message Follow Ups.